Di Jia Ying
Quality Analyst
Kuala Lumpur
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
4
4
Languages
Work History
Quality Analyst
Concentrix
04.2020 - Current
- Implemented quality evaluations, conducts root cause analysis, gathers insights, develops improvement plans, and collaborates with Operations, Training and Process team to improve quality performance.
- Administered 80 internal quality audits per week and assessed results to inform corrective action measures.
- Constantly maintained quality scores and beyond the target with less than 1% variance with IQA.
- Delivered quality training and coaching for agents.
- Used Google Slide to create presentations, flowcharts and graphs detailing data analysis results.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Reduced production downtime by proactively identifying potential bottlenecks and developing strategies to address them efficiently.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
Customer Service Representative
Webhelp
03.2019 - 03.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Event Management Intern
Syncmax Event
01.2018 - 04.2018
- Secured necessary permits or licenses required for specific event aspects such as food service or live performances.
- Facilitated clear communication between clients, vendors, and internal team members to ensure smooth execution of projects from start to finish.
- Collaborated with speakers or entertainers on agenda development, ensuring engaging content that aligned with client goals.
- Assisted in the creation of detailed timelines leading up to each event, enabling efficient resource allocation and task delegation among team members.
- Maintained accurate records of all events, including financial documentation, attendance reports, and vendor information.
Education
Bachelor of International Business Economics - International Business
INTI International University
Kampung Baharu Nilai, Negeri Sembilan, Malaysia 04.2001 -
Skills
Adaptive and receptive to changes
Valued team player
Thrives under pressure
Problem-solving
Timeline
Quality Analyst
Concentrix
04.2020 - Current
Customer Service Representative
Webhelp
03.2019 - 03.2020
Event Management Intern
Syncmax Event
01.2018 - 04.2018
Bachelor of International Business Economics - International Business
INTI International University
04.2001 -
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