Meenambigai Batumalai
Labu,Malaysia
Summary
Legal graduate and multi-skilled professional with 5 years of proven success across corporate, BPO, and crypto industries. I've built a career progressing through various roles and am currently a Quality Assurance Analyst at a leading cryptocurrency platform. Known for solving complex problems, protecting customer accounts, and delivering results under pressure, I bring a unique blend of operational expertise, quality assurance leadership, and compliance awareness. My experience includes leading training programs, implementing quality initiatives, and streamlining processes to boost efficiency, team performance, and customer trust. Driven by continuous learning and adaptability, I'm passionate about bridging technology, compliance, and customer experience to create secure, high-quality digital solutions in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Quality Assurance Analyst & Learning Development
OKX (Centauri Services & Technology Sdn Bhd)
Kuala Lumpur
01.2025 - 02.2026
- Led LDQA strategy across onboarding, refresher, and QA training programs, supporting new hires, policy rollouts, and event-driven operational initiatives.
- Owned quality performance through readiness assessments, calibrations, trend analysis, RCA, product training, PKT, TTT, and delivering coaching and actionable feedback to drive sustained improvement.
- Partnered with regional and cross-functional stakeholders to define LDQA frameworks, scorecards, SOPs, and best practices aligned with business and compliance goals; actively contributed to testing new scorecards and AI/bot automation annotation projects.
- Oversaw multi-channel and multi-language quality audits, ensuring consistency, regulatory compliance, and alignment with global quality benchmarks.
- Strong foundational understanding of compliance concepts and handling workflows, with hands-on experience in case review, escalation, and resolution. Collaborate with CDD, Payment Risk, AML, Sanctions, P2P, and Escalations teams to support risk mitigation and regulatory compliance.
- Supported high-priority audits and cross-team initiatives, strengthening operational efficiency, risk mitigation, and service quality outcomes.
Senior Customer Service Support (L1 & L2 for Account Security Team) Promoted to QA
OKX (Centauri Services & Technology Sdn Bhd)
Kuala Lumpur
02.2022 - 12.2024
- Managed all global customer inquiries/escalations via email and chat, delivering prompt, accurate, and high-quality resolutions while meeting SLAs and service standards.
- Led and handled escalations from L1 agents, supervisors, and cross-functional teams, providing timely solutions to urgent and high-impact cases.
- Acted as shift leader during high-volume periods, supporting team leads, assisting agents, and resolving complex user account and platform-related issues.
- Partnered with cross-functional stakeholders, including product, marketing, and internal teams, to address customer feedback, support product improvements, and maintain business continuity.
- Contributed to product discussions, testing, and issue validation for new features and platform updates, supporting improved customer experience and operational effectiveness.
- Supported process improvement initiatives and internal partners, ensuring alignment with business objectives, operational strategies, and service quality expectations.
Appeal Team Application Analyst - Compliance & Policy Dept (Google Play Store)
Accenture Sdn Bhd
Kuala Lumpur
07.2021 - 02.2022
- Managed complex workflows and enforcement queues, applying sound judgment to resolve policy, compliance, and operational issues within defined SLAs.
- Executed enforcement actions against developers and applications by analyzing high volumes of user reports, identifying risks, and escalating violations in line with regulatory and company standards.
- Ensured adherence to online privacy regulations and digital operations policies through accurate case review, documentation, and follow-ups.
- Delivered timely, empathetic, and high-quality user responses across social platforms while maintaining accuracy, compliance, and customer trust.
Product, Social Media & Escalation Team Specialist (Back-up Manager)
Scicom Sdn Bhd
Kuala Lumpur
02.2019 - 07.2021
- Managed complex workflows and enforcement queues, applying sound judgment to resolve policy, compliance, and operational issues within established SLAs.
- Executed enforcement actions against developers and applications by analyzing high volumes of user reports, identifying risks, and escalating violations in accordance with regulatory and company standards.
- Ensured adherence to online privacy regulations and digital operations policies through thorough case review, documentation, and timely follow-ups.
- Delivered prompt, empathetic, and high-quality responses across social platforms, balancing speed, accuracy, compliance, and customer trust.
- Contributed to key strategic initiatives, including leading the Independent Chatbot Project and driving COPC Certification readiness, ensuring alignment with operational goals and customer service excellence.
- Acted as backup manager for six months, overseeing day-to-day operations, supporting cross-functional teams, and optimizing workflows to enhance team productivity and efficiency.
Education
BACHELOR OF LAW (L.LB) -
University of Hertfordshire
Hatfield12.2018
A- LEVELS - LAW
Advance Tertiary College
Kuala Lumpur05.2015
Skills
- Teamwork & Collaboration
- Management & Prioritization
- Leadership & Mentorship
- Quality & Continuous Improvement
- Audit & Quality Processes
- Functional Testing & Test Case Development
- SOP & Training Material Development
- Performance Assessment & Feedback
- Sampling & Test Automation - Annotations and New Test Scorecards Testings
- Corrective Action Planning
- Onboarding programs
Languages
- English, Fluent
- Malay, Fluent
Timeline
Quality Assurance Analyst & Learning Development
OKX (Centauri Services & Technology Sdn Bhd)
01.2025 - 02.2026
Senior Customer Service Support (L1 & L2 for Account Security Team) Promoted to QA
OKX (Centauri Services & Technology Sdn Bhd)
02.2022 - 12.2024
Appeal Team Application Analyst - Compliance & Policy Dept (Google Play Store)
Accenture Sdn Bhd
07.2021 - 02.2022
Product, Social Media & Escalation Team Specialist (Back-up Manager)
Scicom Sdn Bhd
02.2019 - 07.2021
BACHELOR OF LAW (L.LB) -
University of Hertfordshire
A- LEVELS - LAW
Advance Tertiary College