BAIZATUL HANIM ABU BAKAR
SUBJECT MATTER EXPERT / QA / PART TIME BUSINESS
Kuala Lumpur
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Overview
19
19
years of professional experience
Work History
SUBJECT MATTER EXPERT/QA Specialist
CONGNIZANT MALAYSIA
11.2021 - 11.2022
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Developed comprehensive knowledge base for easy access by all team members, significantly reducing onboarding time.
QUALITY ANSURANCE
TDCX (M) SDN BHD
06.2016 - 10.2021
- Conducted regular audits to identify areas of improvement, leading to increased customer satisfaction levels.
- Implemented effective training programs for team members, fostering a culture of continuous improvement within the department.
- Facilitated open communication channels between departments for sharing best practices related to quality assurance methodologies, driving organizational success as a whole.
- Achieved company-wide alignment on established standard operating procedures by providing guidance and support to all relevant stakeholders throughout the organization.
- Audit sales calls to make sure it's genuine in order to avoid fraud case. Identified calls failing to meet predefined standards and identified the problem. Conduct a coaching session with agents and closely monitoring their performances. Participate in call calibration session to share feedback and to create alignment in judgment among team members.
- Improved product quality by implementing rigorous testing processes and protocols.
- Assisted with quality control audits.
QUALITY ANSURANCE
UTS Solution Sdn Bhd
04.2014 - 05.2016
- Conducted regular audits to identify areas of improvement, leading to increased customer satisfaction levels.
- Audit sales calls to make sure it's genuine in order to avoid fraud cases.
- Closely monitor problematic agents and report their performance to Assistant Manager for further action. • Dialect Translator - Audit sales call which presented in Sabah/Sarawak dialect.
Lecturer Part Time
ASWARA & ACADEMY TV3
04.2004 - 06.2006
- Evaluated student progress through regular assessments, providing detailed feedback for improvement and growth.
- Created and designed quizzes, tests and projects to assess student knowledge.
- Developed strong relationships with colleagues, collaborating on curriculum development and sharing best practices in teaching strategies.
- Developed and implemented innovative teaching strategies to engage students in lectures and coursework.
- Teaching Cinema Asia & Cinema Malaysia
- Miscommunication - broadcasting
- Mentored and advised students to explore career pathways based and amplify knowledge, skills and strengths.
Education
Master of Arts - Management Performing Arts
Universiti Kebangsaan Malaysia
Selangor 04.2001 -
Bachelor of Arts - Cinematography
Universit Malaysia Sarawak
Sarawak 04.2001 -
Associate of Arts - Linguistics
University Malaya
Kuala Lumpur 04.2001 -
Skills
Training and mentoring
Customer Focus
Deep expertise
Problem-solving abilities
Teamwork and Collaboration
Effective Communication
Adaptability and Flexibility
Team Collaboration
Multitasking
Task Prioritization
Active Listening
Multitasking Abilities
Timeline
SUBJECT MATTER EXPERT/QA Specialist
CONGNIZANT MALAYSIA
11.2021 - 11.2022
QUALITY ANSURANCE
TDCX (M) SDN BHD
06.2016 - 10.2021
QUALITY ANSURANCE
UTS Solution Sdn Bhd
04.2014 - 05.2016
Lecturer Part Time
ASWARA & ACADEMY TV3
04.2004 - 06.2006
Master of Arts - Management Performing Arts
Universiti Kebangsaan Malaysia
04.2001 -
Bachelor of Arts - Cinematography
Universit Malaysia Sarawak
04.2001 -
Associate of Arts - Linguistics
University Malaya
04.2001 -