Excel
Denise Boey
Training & Quality Assurance Senior Manager
Shah Alam, Selangor,10
Work Preference
Summary
Dedicated and results-driven professional with over 10 years of extensive experience in customer service operations, quality management, training, recruitment, and employee engagement. Proven track record of spearheading impactful projects and initiatives, from developing comprehensive quality processes and leading improvement projects to training and certifying team leaders in coaching methodologies and call analysis. Recognized for driving significant enhancements in operational efficiency, stakeholder satisfaction, and employee performance through strategic planning, project management expertise (including Six Sigma and LEAN methodologies), and a strong commitment to excellence. Skilled in fostering a positive work culture and delivering exceptional customer experiences. Seeking to leverage demonstrated leadership and expertise to contribute to a dynamic organization committed to delivering outstanding service and continuous improvement.
Overview
17
17
years of professional experience
5
5
Certifications
Work History
Training & Quality Assurance Senior Manager
ZALORA Group
4 2023 - Current
- Senior Manager (Apr 2023–present); assumed leadership of the Regional Training & Quality function in 2024, strengthening capability building and quality governance across Customer Service.
- Led the centralization of Contact Centre L&D and Quality, standardizing training, QA calibration, and performance routines to drive consistent service delivery at scale.
- Delivered the regional centralization and migration of Customer Service operations (Malaysia, Singapore, Hong Kong) and established the consolidated hub in the Philippines, ensuring operational continuity and stakeholder alignment.
- Drove regional customer experience transformation, including CSAT uplift initiatives, regional Chatbots launch, ticketing system migration, and Voice of Customer insights to prioritize fixes and reduce recurring pain points.
- Led end-to-end process centralization and realignment across 180+ process documents, partnering with stakeholders to streamline workflows, drive process improvements, and execute required retraining and change management.
- Built a high-performance culture through employee engagement programmes, rewards & recognition, and a structured KPI performance matrix to strengthen accountability and results.
- Managed multiple engagements simultaneously, prioritizing tasks and delegating responsibilities to ensure timely completion of projects.
- Collaborated with colleagues across departments for integrated assurance offerings, fostering a team-based approach to client service delivery.
Quality Assurance Training Manager
ZALORA Group
01.2014 - Current
- Developed comprehensive processes for Quality and Performance Management, encompassing Quality improvement plans, Coaching Practices, KPIs, Operations processes, and Customer Experience Validations, enhancing operational efficiency and service delivery standards.
- Led Quality-related analysis and improvement projects from inception to implementation, leveraging project management methodologies like Six Sigma and LEAN to drive significant operational enhancements and stakeholder satisfaction.
- Conducted specialized training in soft skills and complaint management, equipping Customer Service teams with proactive solutions and personalized communication strategies to enhance customer experience and satisfaction.
- Designed and delivered tailored coaching programs across departments, focusing on elevating employee performance and fostering a culture of continuous improvement through effective coaching methodologies and root cause analysis.
- Managed end-to-end recruitment processes for the Customer Service department, including salary benchmarking projects and revamping recruitment assessments to attract and retain top talent, ensuring alignment with organizational goals and HR requirements.
- Spearheaded employee engagement initiatives company-wide, organizing impactful events and activities that fostered a positive work environment and boosted team morale, contributing to high employee retention and satisfaction levels.
- Oversaw financial management for departmental and company-wide events, demonstrating strong budgeting skills and collaboration with cross-functional teams to ensure successful event execution and positive employee experiences.
- Managed additional responsibilities including payments, vendor relations, and part-time employee service fee processing, gaining valuable exposure and contributing to operational efficiency across departments.
Quality Assurance Specialist
SingTel
02.2012 - 01.2014
- Developed and implemented nine critical quality processes at SingTel, including transaction monitoring, complaint handling, and coaching, ensuring adherence to COPC standards and enhancing service delivery.
- Led complaint resolution efforts at SingTel Klang Contact Center, collaborating with Singapore's complaint department and implementing performance management strategies to address issues effectively.
- Facilitated comprehensive training programs for team leaders and new recruits, focusing on coaching methodologies, call analysis, and quality assurance practices, earning certification as a trainer and demonstrating a commitment to continuous professional development.
- Spearheaded recreational and team-building events across multiple sites, including planning and organizing departmental celebrations and annual dinners, recognized for exceptional organizational skills and fostering a positive work culture.
- Contributed to SingTel's quality improvement initiatives, such as the "Amazing Miracles" project, recognized for achieving significant service enhancements and driving team success through collaborative efforts.
Quality Assurance Analyst
VADS Berhad
06.2010 - 01.2012
- Spearheaded quality improvement projects, enhancing stakeholder satisfaction by reducing errors, improving first contact resolutions, and effectively managing complaints.
- Collaborated with stakeholders and leadership to analyze performance data and develop targeted improvement plans, driving continuous quality enhancements in service delivery.
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- To manage contact centre towards implementing standardized business
practices in achieving other industrial certifications (e.g. COPC & ISO ). - Handled a special pilot project (Care line Jedi project) provided by the Quality
Assurance Manager. I am the only Quality specialist selected to assist in this pilot project from
2nd site Celcom contact centre. It is a project focused on overall quality improvement of the
customer service executives.
Customer Service Representative
05.2009 - 05.2010
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
MBA - Business Administration And Management
INTI International University & Colleges
Subang Jaya 01.2021 - 05.2023
Associate of Arts - Broadcast Journalism
Tunku Abdul Rahman University College (TARC)
Kuala Lumpur, Malaysia 04.2001 -
Skills
People & Culture Management
Employee Coaching and Mentoring
Training and Development
Operations Management
Cross-Functional Collaboration
Data Analytic
Organizational improvement
Hiring and Training
Multitasking Abilities
Teamwork and Collaboration
Project Planning
COPC
Certification
Leading a Customer-Centric Culture
Software
Google Analytics
SQL
MS Office
Tableau
Talent LMS
Google Workspace
Verint360
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Timeline
Quality Assurance Training Manager
ZALORA Group
01.2014 - Current
Quality Assurance Specialist
SingTel
02.2012 - 01.2014
Quality Assurance Analyst
VADS Berhad
06.2010 - 01.2012
Customer Service Representative
05.2009 - 05.2010
Associate of Arts - Broadcast Journalism
Tunku Abdul Rahman University College (TARC)
04.2001 -
MBA - Business Administration And Management
INTI International University & Colleges
01.2021 - 05.2023
Training & Quality Assurance Senior Manager
ZALORA Group
4 2023 - Current