Quality Assurance/Quality Operation
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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.
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.
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.
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)
