AHMAD AFIQ BIN SHAMSHAWAL AZRAAI
QA/QC
Kuala Lumpur
Summary
Thorough QA/QC work creates successful quality assurance strategies and processes for agents to improve and achieve KPI and client target.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
Work History
QA/QC Analyst
Transcosmos Malaysia
Kuala Lumpur
09.2024 - Current
- Conducted 2 audits daily to assess adherence to established project policies and procedures, ensuring ongoing compliance and maintaining high-quality standards.
- Compiled audit data into Excel sheet combined with other QA/QC for weekly presentation with client.
SME (Subject Matter Experts)
Transcosmos Malaysia
06.2024 - 08.2024
- Evaluated agent progress regularly, providing timely feedback for continuous improvement in handling interaction performance with customer
- Assisted with the backlog escalation of cases/tickets that are aging by chasing the relevant team to ensure a swift answer is given to the aging cases.
Customer Service Representative
Transcosmos Malaysia
07.2022 - 05.2024
- Delivered exceptional customer support through call and chat channels, resolving inquiries and complaints while maintaining a high customer satisfaction rate while frequently achieve monthly attendance and performance goals.
- Assist customer with inquiries/complaints in a professional manner by catering to the solution needed, whether from my end or by assisting in escalation.
Store Supervisor
Qcplus SDN BHD
9 2017 - 8 2021
- Branch Supervisor of Qcplus SDN BHD (Gombak)
- Handled daily monitoring of employees and daily store operations
Education
Diploma Kemahiran Malaysia (DKM) - Culinary Arts
Breyer
Sri Gombak 01.2017 - 08.2021
Skills
Communication
Problem Solving
Customer Service
Microsoft Excel/Office
Time Management
Attention to Detail
Timeline
QA/QC Analyst
Transcosmos Malaysia
09.2024 - Current
SME (Subject Matter Experts)
Transcosmos Malaysia
06.2024 - 08.2024
Customer Service Representative
Transcosmos Malaysia
07.2022 - 05.2024
Diploma Kemahiran Malaysia (DKM) - Culinary Arts
Breyer
01.2017 - 08.2021
Store Supervisor
Qcplus SDN BHD
9 2017 - 8 2021
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