Hi, I’m
Emy Liana Jaafar
Senior Leader Quality Analyst
Kuala Lumpur
Summary
As a Senior Leader Quality Analyst will lead a team of Quality Analysts, oversee their work, and develop quality assurance programs to ensure exceptional customer service. Responsible for developing and implementing quality assurance programs that promote best practices and drive continuous improvement across the Call Center.
Overview
15
years of professional experience
4
years of post-secondary education
1
Certification
2
Languages
Work History
UTS Marketing Solutions Sdn Bhd
Senior Leader Quality Analyst
07.2017 - Current
Job overview
- Lead and mentor 12 team members of Quality Analysts, fostering positive and productive work environment.
- Develop, maintain, and evaluate quality monitoring programs aligned with company goals and industry best practices.
- Analyze call center data to identify trends, opportunities for improvement, and areas requiring coaching.
- Coach and provide constructive feedback to Quality Analysts and, when necessary, Call Center Agents to enhance performance.
- Collaborate with training and operations teams to develop and implement training programs based on identified needs.
- Conduct regular audits and ensure adherence to company policies and procedures.
- Identify and recommend process improvements to optimize call center efficiency and effectiveness.
- Prepare comprehensive reports to track quality metrics and present findings to stakeholders.
- Stay up-to-date on industry trends and best practices in call center quality assurance.
- Conducted team member meetings and updated members on best practices and continuing expectations
- Standardized reporting formats across various departments, resulting in improved visibility of key performance indicators
Aegis BPO Malaysia
Senior Quality Analyst Specialist
08.2012 - 05.2017
Job overview
- Evaluate call center interactions (calls, emails, chats) using established quality scorecards.
- Identify areas where agents excel and areas needing improvement, providing constructive feedback to enhance performance.
- Analyze call center data to identify trends, root causes of issues, and opportunities for process improvement.
- Collaborate with training and operations teams to develop and implement new training programs based on identified needs.
- Conduct regular calibration sessions to ensure consistency in scoring and feedback across Quality Analyst team.
- Maintain and update quality monitoring programs and evaluation forms.
- Prepare comprehensive reports to track quality metrics and present findings to stakeholders.
- Stay up-to-date on industry best practices in call center quality assurance.
SCICOM MCS Sdn Bhd
Telemarketing Executive
08.2010 - 07.2012
Job overview
- Conduct outbound calls to potential customers using provided contact lists or scripts.
- Effectively communicate product or service features and benefits, highlighting how they address customer needs.
- Answer questions, address concerns, and overcome objections in professional and courteous manner.
- Qualify leads and identify potential sales opportunities.
- Secure customer appointments or transfer qualified leads to sales team.
- Maintain accurate records of calls and customer interactions.
- Meet and exceed daily and weekly sales targets.
VADS Bhd
Customer Service Executive
11.2009 - 06.2010
Job overview
- Respond to inbound customer calls, emails, and chats promptly and professionally.
- Actively listen to customer inquiries and concerns to understand their needs.
- Research and provide accurate and helpful information about our products or services.
- Troubleshoot problems and identify solutions to resolve customer issues efficiently.
- Follow established procedures and company policies to ensure consistent and quality service.
- Document customer interactions and maintain accurate records.
- Exceed customer service goals and strive to build positive customer relationships.
Education
Universiti Teknologi Malaysia, Johor Bahru, Johor, Malaysia
No Degree from Diploma of Technology Management (Accounting)
04.2004 - 08.2008
Skills
Continuous Improvement
Additional Information
JOB REFERENCE
Current monthly salary: RM4350
Expected salary : RM5500 - RM6000
Possess Own Transport: Yes
Willing To Travel : Yes
Reason for leaving : Looking for better opportunity career
REFERENCE
Name : Julie Nandy
Designation : Assistant Manager
Company : UTS Marketing Solutions Sdn Bhd
Contact No. : 0182528678
Certification
Pre-Contract Examination (Insurance)
Timeline
Pre-Contract Examination (Insurance)
02-2024
Senior Leader Quality Analyst
UTS Marketing Solutions Sdn Bhd
07.2017 - Current
Senior Quality Analyst Specialist
Aegis BPO Malaysia
08.2012 - 05.2017
Telemarketing Executive
SCICOM MCS Sdn Bhd
08.2010 - 07.2012
Customer Service Executive
VADS Bhd
11.2009 - 06.2010
Universiti Teknologi Malaysia
No Degree from Diploma of Technology Management (Accounting)
04.2004 - 08.2008
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