Summary
Overview
Work History
Skills
Additional Information
References
Timeline
Generic
Anneta Victor

Anneta Victor

Quality Analyst Senior Executive
Kuala Lumpur

Summary

Results-driven Quality Analyst Senior Executive at U Mobile with a proven track record in root-cause analysis and quality improvement. Adept at fostering team collaboration and delivering actionable insights, enhancing decision-making processes. Strong analytical thinking and excellent communication skills have led to successful implementation of corrective actions and training initiatives.

Overview

21
21
years of professional experience

Work History

Quality Analyst Senior Executive

U Mobile
03.2024 - Current
  • Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Calibration - Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
  • Led quality assurance teams in high-stakes projects, maintaining focus on deliverables under tight deadlines.
  • Deliver training on QA Handbook Elements to the new hires.

Quality Assurance Analyst

Teleperformance – Trip.com, Singpost, Supercell
11.2019 - 03.2024
  • Work closely with quality leaders to aggregate, prioritize and report on the top issues impacting decision accuracy
  • Manages investigations of escalations of inaccurate decisions, to understand the root cause, especially in cases where policies are new
  • To coach the agents and guide them towards proper action plan to avoid the reoccurrence of the error again
  • Achieve desired contact outcomes with the aim to identify gaps in either processes or soft skills for improvement
  • Audit calls, emails, tickets and provide necessary coaching points for agent's improvements. Investigate complaints escalated by customers and also analyze detractor scores provided by customer after each issue is resolved
  • Provide the findings and action plans, such as providing quality tips and dip checks
  • Conduct mock calls for new hire.
  • Initiated quality tips sharing.
  • Prepared call script for Knowledge portal.

Customer Experience Officer

Teledirect Telecommerce – Singapore Airlines
05.2019 - 09.2019
  • Analyze voice of customer (VOC) and behavioral information to understand customer satisfiers and dissatisfiers
  • Establish and measure Contact centre quality index on a monthly basis with the aim to identify gaps in either processes or soft skills for improvement
  • Achieve desired contact outcomes with the aim to identify gaps in either processes or soft skills for improvement
  • Review established work procedures with the aim to improve service to the customer
  • Coordinates and facilitates one-to-one coaching for customer service officers , team leaders and quality assurance executives
  • Coordinates and facilitates call calibration sessions among Team Leaders and Quality Assurance Team Evaluate complimentary letters and measure staff performance
  • Implement initiatives to instill and encourage positive cultural changes to customer experience
  • Other ad-hoc tasks as assigned by superior.

Quality Assurance Analyst

Aegis BPO (M) Sdn Bhd
10.2017 - 05.2019
  • Perform quality monitoring of customer contacts (outbound)
  • Monitors and ensure the adherence of Quality process and procedures for my team
  • Monitor compliments & complaints
  • Provides Call Quality related training to customer service officers/ new hires
  • Coordinates and facilitates one-to-one coaching for customer service officers
  • Coordinates and facilitates call calibration sessions among Clients, Team Leaders and Quality Assurance Team
  • Plan and execute the test call, performance improvement plans, and new hire monitoring process
  • Ensuring the processes for Quality Monitoring system is established implemented and well maintained
  • Communicating Weekly Tips to the customer service representatives on how best to handle their calls
  • Provides actionable feedback to various internal support groups when required
  • Other responsibilities as assigned

Home Tutor

NA
09.2016 - 10.2017
  • Helped students prepare for tests and exams by providing guidance, motivation, and encouragement.
  • Developed student confidence through positive reinforcement strategies.
  • Created lesson plans, review worksheets and practice tests to prepare students for weekly tests and quizzes.
  • Communicated with parents and teachers on students' progress.

Quality Assurance Associate

AIG Shared Services (M) Sdn Bhd
03.2015 - 09.2016
  • Perform quality monitoring of customer contacts (calls, emails
  • Monitors and ensure the adherence of Quality process and procedures for my team
  • Monitor compliments & retention
  • Provides Call Quality related training to customer service officers
  • Coordinates and facilitates one-to-one coaching for customer service officers , team leaders and quality assurance executives
  • Coordinates and facilitates call calibration sessions among Team Leaders and Quality Assurance Team
  • Plan and execute the mock call, performance improvement plans, new hire monitoring process
  • Ensuring the processes for Quality Monitoring system is established implemented and well maintained
  • Sending invitation/reminders on training information to Trainers, Attendees, and Managers
  • Update and prepare all relevant training material
  • Communicating Weekly Tips to the customer service representatives on how best to handle their calls
  • Performs trending analysis, compile and track performance at team and individual level for operation
  • Provides actionable feedback to various internal support groups when required
  • Other responsibilities as assigned.

Quality Assurance Executive

SUDONG SDN BHD
07.2012 - 01.2015
  • Perform quality monitoring of customer contacts (calls, emails - for 3 hotline)
  • Monitors and ensure the adherence of Quality process and procedures for my team
  • Monitor complaint, compliments
  • Provides Call Quality related training to customer service officers
  • Coordinates and facilitates one-to-one coaching for customer service officers , team leaders and quality assurance executives
  • Coordinates and facilitates call calibration sessions among Team Leaders and Quality Assurance Team
  • Provide training for trainers (TTT) – Quality Induction, Roadshows, and New product refresher, Soft skill training, and coaching process
  • Plan and execute the mock call, performance improvement plans, Abay monitoring process
  • Ensuring the processes for Quality Monitoring system is established implemented and well maintained
  • Sending invitation/reminders on training information to Trainers, Attendees, and Managers
  • Update and prepare all relevant training material Measure the CSI surveys and complaints
  • Performs trending analysis, compile and track performance at team and individual level for operation
  • Provides actionable feedback to various internal support groups when required
  • Assisting to setup new hotline & Quality framework for ERT (Email resolution team) (Including the; process mapping, quality scoring, induction slide's, evaluation Form)
  • SLA/OLA Project (To reduce number of rejection by backroom by 50%)
  • Aging cases Project (To reduce aging cases which is more than 2 weeks)

Customer Care Consultant/Mentor/Social Media Ambas

Maxis Telecommunication
01.2011 - 01.2012
  • Answering inbound & outbound calls.
  • Handling individual, corporate & SME customer's enquiries via phone.
  • Enquiry on phone products, phone settings & network troubleshooting.
  • Updating team's performance tracker on a daily basis.
  • Cross supported various departments Training & guiding newly hired customers with their calls & product knowledge.
  • Monitoring calls remotely & coaching the newbies at the areas that need to improve in their calls.
  • Handling customer's queries via social media such as Twitter, Facebook & Maxis Portal.
  • Resolving also customer's enquiries which were sent via e-mail.

GLOBAL SUPPORT EXECUTIVE

HSBC DATA PROCESSING (M) SDN BHD
01.2005 - 01.2009
  • Assisting UK customers over the phone as they make queries & transactions(TELE-BANKING)
  • Promoting bank products to eligible customers such as credit card, personal loan, higher overdraft limit & ETC
  • Have also assisted new employee undergo training: such as coaching & evaluating their calls

CLERK CUM TELLER

Hong Leong Bank Berhad
01.2004 - 01.2005
  • Assist the immediate executives on all billing enquiry
  • Follow up on ATM card applications Handling cash over counter Issuance of bank drafts, telegraphic transfer, cheque books & credit card
  • Assisting customer in opening of new bank account

Skills

Quality improvement

Analytical thinking

Root-cause analysis

Multitasking Abilities

Excellent communication

Team Player

Adaptability

Additional Information

Attended upskilling and skill enhancement programs such as:

  • ✓ COPC Customer Experience Training
  • ✓ Supervisor Foundation Training
  • ✓ Fledge Training(in house training program)
  • ✓ HRD Data Analytics Training

References

Ahmad Shamim - QA Team Leader (Singpost) 017-4646935 

Yasir Arafat - QA Manager (Trip.com) 012-3992803

Timeline

Quality Analyst Senior Executive

U Mobile
03.2024 - Current

Quality Assurance Analyst

Teleperformance – Trip.com, Singpost, Supercell
11.2019 - 03.2024

Customer Experience Officer

Teledirect Telecommerce – Singapore Airlines
05.2019 - 09.2019

Quality Assurance Analyst

Aegis BPO (M) Sdn Bhd
10.2017 - 05.2019

Home Tutor

NA
09.2016 - 10.2017

Quality Assurance Associate

AIG Shared Services (M) Sdn Bhd
03.2015 - 09.2016

Quality Assurance Executive

SUDONG SDN BHD
07.2012 - 01.2015

Customer Care Consultant/Mentor/Social Media Ambas

Maxis Telecommunication
01.2011 - 01.2012

GLOBAL SUPPORT EXECUTIVE

HSBC DATA PROCESSING (M) SDN BHD
01.2005 - 01.2009

CLERK CUM TELLER

Hong Leong Bank Berhad
01.2004 - 01.2005

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Anneta VictorQuality Analyst Senior Executive