Aisyah Ruslin

Quality, Operations, and Governance Professional with nearly a decade of extensive experience in Quality Assurance, Process Compliance, and Performance Improvement within customer operations & content moderation environments. Recognised for strong analytical thinking, attention to detail, and professional integrity, with a proven ability to uphold standards, identify operational risks, and drive continuous improvement.

Experienced in working cross-functionally with Operations, Training, and Leadership teams to improve service consistency, reduce errors, and strengthen quality governance.

1. MAJOREL/TELEPERFORMANCE

• QUALITY ASSURANCE/QUALITY OPERATION SPECIALIST Oct 2022 – Present
• (TIKTOK, CAPCUT & DREAMINA)

Ensured consistent adherence to quality standards, policies, and SOPs across operational teams, supporting service reliability and risk reduction within customer service & content moderation environment.

Conducted regular quality audits and performance reviews, identifying trends, gaps, and root causes impacting service delivery and compliance.

Partnered closely with Operations, Training, and Supervisory teams to implement corrective actions and continuous improvement initiatives.

Provided structured coaching and constructive feedback to frontline staff, contributing to improved quality outcomes and professional standards.

Supported process documentation and refinement, strengthening governance, clarity, and operational consistency.

Acted as a quality reference point for escalations, policy clarification, and service quality alignment.

• SCICOM (MSC) BERHAD

• QUALITY ASSURANCE SPECIALIST (SHOPEE) Feb 2019 - Sep 2022 (3 years 7months)

Accurately score and perform call, chat and email monitoring for Executive on a monthly basis according to set guidelines and to provide appropriate coaching and feedback.

Collate call/email/fax monitoring results, analyze and recommend opportunities for continuous improvement on a monthly basis.

Adhere to agreed methodologies and quality procedures.

Convey issues pertaining to quality concerns and positive reinforcement via the appropriate channels to the Head of Departments (TQM and Operations). Convey issues pertaining to sales concerns to the operation team.

Reporting - Prepare analysis, trends and exception reporting.

Responsible towards ensuring that set performance targets of the Executive - Quality &

Customer Experience are achieved on a regular basis.

Supported the Learning & Development team during staff shortages by assisting with the coordination and delivery of training programs, including onboarding and refresher sessions.

Prepared and maintained training materials and records, ensuring alignment with quality standards, compliance requirements, and continuous improvement initiatives.

• SCICOM (MSC) BERHAD

• CUSTOMER SERVICE EXECUTIVE (SHOPEE) 
• May 2018-Feb 2019 ( 1 year)

Assist the customers to ensure information/solution provided are accurate based on

Standard Operation Procedure (SOP).

Cross Support other channels if required.

Undertake any other ad-hoc tasks assigned by the Line Manager or any other superior(s).

Universiti Teknologi Mara (Shah Alam)

• Bachelor Degree in English for Professional Communication
• CGPA: 3.62