Weng Hong Fong
Quality Coach
Kuala Lumpur,14
Summary
Quality control professional developing organization's quality strategy, procedures, and processes. Monitor quality performance of agents and throughout project life cycle. Develop and sustain Quality Management System in accordance with industry standards and business requirements. Manage quality audit program to identify and resolve non-conformities and embed culture of continuous improvement.
Overview
8
8
years of professional experience
1
1
Certification
5
5
Languages
Work History
Quality Coach
Majorel Malaysia
1 2024 - Current
- Conduct quality assessments of moderated tasks, to ensure adherence to quality standards and performance metrics. - Provide constructive feedback and coaching to agents - Identify trends and patterns in agent performance to recommend training or process improvements. - Strong analytical skills to evaluate and interpret data from quality assessments and identify performance trends. - Excellent communication skills, both written and verbal, to deliver clear and actionable feedback to agents. - Time management and organizational skills to prioritize evaluation tasks and meet deadlines. - Contributed to the development and implementation of process improvements or technology enhancements to streamline quality assurance processes. - Achieved significant improvements in key performance indicators (KPIs) such as accuracy rate through targeted coaching interventions.
Content Moderator
Majorel Malaysia
05.2021 - 12.2023
- Review user-generated content to ensure it complies with community guidelines and platform policies. - Strong attention to detail and the ability to quickly identify inappropriate content. - Ability to work efficiently under pressure and adapt to evolving moderation priorities and challenges. - Consistently maintained high accuracy rates in content moderation.
Customer Service Representative
Majorel Malaysia
06.2019 - 04.2021
- Defused volatile customer situations calmly and courteously. - Effectively managed a high-volume of inbound and outbound customer calls. - Accurately pinpoint the problem and provide the best solution in the shortest time possible to avoid escalation.
Client Technical Support Senior Associate
Dell Global Business Center
12.2009 - 05.2012
- Strong IT skills - strong communication and customer service skill
Education
Master of Business Administration -
Victoria University
Bachelor of Engineering (Civil) - undefined
University of Science, Malaysia
Skills
Data Analysis
Training and development
Cross Functional Team Collaboration
Coaching and feedback
Task Prioritization
Problem-solving abilities
Strong Work Ethic
Certification
Fundamental of Train the Trainer, MMT Universal Academy, 08/01/22, Current, Fundamental of Train the Trainer - In person & Virtual Delivery Skills
Certificates Of Appreciation
- Majorel Malaysia, 08/01/19, Current, 3 CSAT AND CPI scores certificates
- Majorel Malaysia, 08/01/19, Current, 1 Outstanding Accomplishments certificate
Timeline
Content Moderator
Majorel Malaysia
05.2021 - 12.2023
Customer Service Representative
Majorel Malaysia
06.2019 - 04.2021
Client Technical Support Senior Associate
Dell Global Business Center
12.2009 - 05.2012
Quality Coach
Majorel Malaysia
1 2024 - Current
Master of Business Administration -
Victoria University
Bachelor of Engineering (Civil) - undefined
University of Science, Malaysia