-      Performs all channel Monitoring to evaluate employee’s behavior and customer service performance and compliance with the company policies and business laws and regulations.-      Provides structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities.-      Prepares and analyzes internal and external quality reports for review with Internal Stakeholders and/or clients.-      Collaborates with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience.-      Works in partnership with Operations, Training and Clients in developing and/enhancing evaluation programs that’s targeted to the objectives of the account and will unearth root cause of the problems, possible solutions and provide actionable insights for performance improvement.-      Uses Call Center Tools and/or Client Systems to gather data and analyze trends or patterns affecting quality performance.-      Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Quality Management System of TDCX.

-      Directly responsible for Agent Development-      Manages and develops a team of assigned Agents to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support, and education.-      Review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met-      Follow all steps of TOPS to manage their team and their shift daily-      Support, motivate, evaluate, develop, and coach Agents to continually meet and exceed their individual / team targets-      Completes regular monitoring’s of teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements-      Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.-      Provide “real time” support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary-      Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned-      Ensure all policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Management immediately.-      Interim Trainer and Quality Analyst from 1st March 2020 – 31st January 2021.

- Oversee Operations and Main KPI.- Liaising with client on Operational matters.- Provide improvement plans.- Coach staffs on disciplinary matters.- Chair weekly meeting.- Interviewing new hires / candidates.- Organising GWP (Team Building)

-      Handling product complaints.-      Liaising with call centre and Service Providers.-      Providing solutions for customers.-      Attending to cases from Small Claims Tribunal and CASE.-      Troubleshooting.-      Providing technical support.-      Handling escalations from staffs and internal customers.-      Managing the KPIs.-      Performance report.-      Sales reporting.-      Liaising with inventory on stocks and order.