Experience

• 

  Srg asia pacific sdn bhd

  Jan 2012 - Nov 2014

  • Report directly to Quality Senior Executive. • Serving as QA interface to other departments and/or partners of the accounts• Managing, mentoring, and training staff in our quality system procedures and the general regulatory compliance requirements. • Preparing appropriate agendas and meeting minutes with limited supervision • Developing, maintaining, and reporting department metrics. (KPI)• Reviewing and assessing appropriateness of document changes in accordance with internal procedures • Reviewing and assessing change control, validation and qualification documents Identifying and leading continual improvement project with cross functional team members • Responsible to educate all new agents on QA policies and procedures on training basis.• In charge person to conduct training or briefing to all staff whenever new product or campaigns been launch.• Well verse in Quality Monitoring Tool• Coordinating and facilitating call calibration sessions for call center staff• Participate in customer and client listening programs to identify customer needs and expectations Show less • Call Quality – measured by a list of positive elements to be included, and errors to be avoided• Product information knowledge – measured in terms of giving the correct and specific answers to customer’s enquiries depending on the nature of enquiry.• Telecommunication Skills – measured by phone conversation etiquette, tone of voice, and professionalism in carrying out daily duties towards customer satisfaction.• Systems application and utilization – Measured in terms of ability to apply conversation historical and input into the required data processing system in the correct manner.• Attendance and Adherence – this is self-explanatory, I have to meet the acceptable standards for both areas Show less

  • Quality Assurance Specialist

    Jun 2013 - Nov 2014

  • Telemarketing Specialist

    Jan 2012 - May 2013
• 

  Vads berhad

  Dec 2014 - Nov 2018

  Quality assurance executive

  • Report directly to Quality Senior Assistant Manager. • Managing, mentoring, and training staff in our quality system procedures and the general regulatory compliance requirements. • Preparing appropriate agendas and meeting minutes with limited supervision • Reviewing and assessing the appropriateness of document changes in accordance with internal procedures • Reviewing and assessing change control, validation, and qualification documents Identifying and leading continual improvement project with cross-functional team members • Responsible to educate all new agents on QA policies and procedures on a training basis.• Well versed in Quality Monitoring Tool• Coordinating and facilitating call calibration sessions for call center staff• Participate in customer and client listening programs to identify customer needs and expectations• Work with managers and supervisors/team leaders to calibrate monitoring processes and results.• Gather all the findings and have a weekly meeting with all the Operation Managers and Team leaders regard to improve quality.• Coach all the agents on weekly basis based on the call quality performance• Guide QA Specialists in their evaluation and feedback to the agents• Below are the projects that I’m involved with.1. AXA Affin Insurance2. AmMetLife Insurance3. AIG Life Insurance4. Takaful Pru BSN5. SunLife Insurance Show less

• 

  Chubb

  Feb 2019 - now

  Quality assurance executive