- Kuala Lumpur Federal Territory Malaysia
Full Time Quality Improvement Specialist Jobs, in U Mobile Federal Territory - Maukerja
Working Location
Job Description
Responsibilities
Life at U Mobile
We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.
At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.
Let’s start your journey with an award-winning organization!
#UnbeatableCareerAwaits
Top Reasons To Join Us!
The person will assist the QA Manager in Contact Centre operational improvement, e.g, running improvement exercises and/or projects with the focus on customer experience enhancement and problem resolution. This role also includes coordinating efforts internally and cross-functionally to extract data for analysis and must be willing and able to guide resources and cross-functional teams in iterating and implementing improvement efforts to provide the best customer experience throughout the customer journey in every stage.
The Day-To-Day Activities
We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.
At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.
Let’s start your journey with an award-winning organization!
#UnbeatableCareerAwaits
Top Reasons To Join Us!
- Awarded For
- Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
- Bronze Winner in Cross-Generational Workforce Engagement (2024)
- Gold Winner for Excellence in Workplace Culture (2021)
- Comprehensive medical, dental, optical and insurance benefits
- Flexi working hours arrangements
- Staff Line & Device Subsidy
- Smart Casual Attire
- Child Parental Care Leave
- Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
- Special employee discounts for selected F&B Brands
The person will assist the QA Manager in Contact Centre operational improvement, e.g, running improvement exercises and/or projects with the focus on customer experience enhancement and problem resolution. This role also includes coordinating efforts internally and cross-functionally to extract data for analysis and must be willing and able to guide resources and cross-functional teams in iterating and implementing improvement efforts to provide the best customer experience throughout the customer journey in every stage.
The Day-To-Day Activities
- To plan, organize, implement, monitor and analyse for continuous operational improvement.
- Gather, analyse and utilize customer data to develop ways to improve the overall customer experience.
- Analyse data on the various customer issues faced to identify the key areas for process, product, services, or systems improvement.
- Coordinate with stakeholders for cross-functional improvement projects to ensure the initiatives/projects are implemented within the timeline.
- Constantly study & analyse existing processes, products, services and systems to design a seamless, automated and cost-effective experience for the overall customer journey experience.
- Monitor and report on initiatives/projects to ensure successful delivery against defined objectives.
- At minimum, a diploma in any subject.
- Relevant work experience in quality assurance and/or customer service and interactions
- Minimum 1 year of experience in Contact Centre Operations or Backend Support.
- Customer-centric mindset.
- Communication & Interpersonal Skills.
- Proactive problem-solving skills.
- Ability to work well within a team environment.
- Ability to multitask
- Knowledge in QA and/or Contact Centre processes
- Complaint handling/management skill
- Have led or participated in process improvement activities
- Able to conduct root cause/data analysis and reporting
- Microsoft Office
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