Ravinderjeet Singh

Experience

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  PT. Teledirect Telecommerce

  Jun 2007 - Dec 2007

  Telesales Executve
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  Scicom (MSC) Bhd

  Jan 2008 - Nov 2013

  Specialist - Quality & Customer Experience at Scicom (MSC) Bhd
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  Global Enterprise International Malaysia (A Member of Singtel Group)

  Nov 2013 - Nov 2018

  Build-up, establish and led 4-member team that spearheads Quality Service Improvement, Process Improvement, and Continual Service Improvement with encompassing industrial best practice and standards across operations (end-to-end enterprise).RESPONSIBILITIES:1. Quality Assurance Management• Design and implement Service Quality Methodology which encompasses components of Qualify Assurance framework & Service Maturity framework, and thus develop cost-effective operations.• Cultivate a Service Quality mindset among operations members to deliver high-quality CX, thus influence CSAT improvement.• Set out Service Quality standards & matrix, and establish variety Quality evaluation measures (such as call, incident, email, processes, and change evaluation).• Develop, implement and improve Operational Excellence with the introduction of Service Quality Maturity Programme across all operations.• Conduct analysis and provide a corrective recommendation to eliminate the root causes of poor customer satisfaction.2. Business Process Management• Design Business Process Management framework to streamline, improve, and assess against standards and compliance requirements.• Managed the development and implementation of process improvements designed to achieve greater operation efficiencies• Drive continuous improvement of the process performance across all operations• Ensure (SOP)s and guidelines are implemented for all operations, perform checks to confirm implementation and provide constructive feedback.3. Team Management• Plan Quality team’s operational target and monitor achievement of overall targets on a daily, weekly & monthly basis in adherence to the pre-set standards.• Establish standardized Quality measurement & management processes/procedures for engagements to ensure that we have strong delivery assurance.• Manage the entire Quality life-cycle to oversee the Quality Management activities being performed effectively. Show less To lead and manage Quality Assurance & Customer Experience Improvement activities for customer fronting service desks. Ensure Service Quality improvement and provide recommendation / solution. RESPONSIBILITIES • Operation -Manage and lead the team of Quality Analysts -Manage day-to-day Quality Operation -Plan out monthly Quality tasks and targets -Analyze team and individual level statistic: Quality Audits & Coaching activities, reports preparation, Quality trainings/ inductions, Quality initiatives -Develop, manage and enhance Quality related documents/ processes • Continual Improvement -Develop and manage Quality Assurance Framework based on CSAT Survey and Customer's touch-point -Define and extend Quality Monitoring to all teams that has an impact on CSAT -Develop Quality Knowledge-Base and its documentation. -Develop and enhance Quality performance report generator -Create and maintain Quality and Customer Experience dashboard -Assess and analyze CSAT based on surveys, and provided improvement measures -Enhance and formalize Quality Induction programs -Hold meeting with Service Desk Operation to manage and improve Quality performance OTHER RESPONSIBILITIES (Document Control Coordinator & Internal Auditor for ISO 9001:2008, ISO 9001:2015 & ISO 27001) • Ensure that overall documentation required by the Quality Management System (QMS) / Information Security Management System (ISMS) controlled effectively according to the documented procedure • Report to top management on the performance of the QMS/ ISMS and the need / areas for continual improvement Show less

  • Assistant Manager, Process & Quality Improvement - Strategy & Operations

    Nov 2017 - Nov 2018

  • Team Lead - Business Operation, Group Delivery - SingTel

    Nov 2013 - Nov 2017
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  Accenture

  Dec 2018 - now

  Business Process Delivery, Associate Manager