Irsyad Hatib
AI Senior Quality Assurance Specialist
Shah Alam
Summary
Dedicated and methodical quality assurance professional with a proven track record of achieving tangible results and fostering cross-team collaboration. Excited to partner with like-minded individuals to effectively achieve organizational goals. Proactive in identifying and resolving issues, ensuring the highest level of quality and customer satisfaction.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
7
7
Certifications
1
1
Language
Work History
AI Senior Quality Assurance Specialist
ByteDance
Kuala Lumpur, Kuala Lumpur
09.2020 - Current
- Involved in daily audits on the internal system based on the project handle and ad-hoc
- Documented quality and analysis of errors to the BPO
- Provide timely, accurate and complete reporting of data to BPO
- Collaborate with the internal training team to improve policy understanding between the QA and moderation teams
- Managed to conduct policy training to a new joiner (BPO)
- Identify potential failure of policy update and propose recovery plan
- Conducted root-cause analysis measures to identify errors and finding solutions
- Working closely with POC (Beijing) on project management and enhancement
- Proactively detect and block any loopholes on policies and system failure
- Conducted evaluations to measure performance and progress of BPO
- T&S Operation representative and BPO QA emerging best sharing session with Global Operation
- Successfully develop on-boarding project and mentored 35 junior QA within this 3 years and managed to scale the team
- Analyzed performance metrics to identify trends and opportunities for improvement, driving continuous optimization of QA processes.
- Established strong working relationships with development teams, fostering a collaborative environment that facilitated rapid identification and resolution of quality issues.
- Ensured stakeholder satisfaction by maintaining open lines of communication regarding project status updates and quality concerns.
- Collaborated with cross-functional teams to ensure seamless integration of QA efforts into all stages of product development.
Customer Care Specialist
Conduent
04.2017 - 08.2020
- Handling software technical support to the consumer and partners
- Successfully provide prompt, reliable and accurate information to consumers while maintaining effective communications during conversations by adjusting to the pace of consumer's technical level
- Educate consumers on support option which are the steps being taken to resolve the issue including online tutorials, in-store programs and help applications built into the programs
- Collaborated with Level II Technical Support and purchasing department
- Resolved customer queries over phone and by email
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment
- Built rapport with customers through courteous and professional communications
- Input customer information, call notes and personal data onto internal database
- Handled confidential and sensitive data with discretion, reducing risk of fraud and theft
- Navigated customer support channels to resolve diverse customer queries within target timeframes
- Coordinated referrals and escalations to obtain specialized support
- Handled high-volume telephone calls to address and resolve customer queries
Customer Service Executive
XOX BHD
05.2016 - 04.2017
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement
- Maximised customer satisfaction by resolving service issues promptly
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests
- Uphold privacy and security requirements established by national legislation
- Resolved customer queries over phone and by email
IT Executive
Logicron Technology Sdn. Bhd.
08.2015 - 12.2015
- Maintenance services at Logicron Technology Sdn
- Bhd
- Management service of the distribution system at the organization, operation the server side, maintenance data transmission and also data checker
- Network maintenance at International University Malaya-Wales (outsource)
- Completed all tasks efficiently and timely, as instructed by industrial managers
- Gained practical experience of tool management by assisting managers and supervisors with various tasks
Education
Bachelor of Information Technology - Management Information Systems
University Teknologi Mara, Kampus Puncak Perdana
Shah Alam, Selangor, Malaysia 08.2013 - 12.2015
Skills
Quality improvements
Customer service
Team leadership
Documentation and reporting
Analytical thinking
Quality assurance
Data analysis
Detail-oriented
Collaboration skills
Problem-solving abilities
Quality management systems
Problem-solving skills
Certification
Trainer Certified
Timeline
Design Thinking Theory
10-2023
Introduction to Six Sigma
10-2023
Peak Performance Team Development
07-2023
Lean Fundamental
06-2022
Communicate with Trust
06-2022
Presentation Skills
05-2022
Trainer Certified
05-2021
AI Senior Quality Assurance Specialist
ByteDance
09.2020 - Current
Customer Care Specialist
Conduent
04.2017 - 08.2020
Customer Service Executive
XOX BHD
05.2016 - 04.2017
IT Executive
Logicron Technology Sdn. Bhd.
08.2015 - 12.2015
Bachelor of Information Technology - Management Information Systems
University Teknologi Mara, Kampus Puncak Perdana
08.2013 - 12.2015
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