NIK ADAM MATIN NIK NOR ZAINAL ABIDIN
QUALITY ASSURANCE ANALYST (QA) & REPORTING ANALYST (RA)
SUBANG JAYA,SELANGOR
Summary
- Dynamic Quality Assurance Analyst by successfully executes testing methodologies to identify gaps and make recommendations for process improvements.
- Eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in Customer Service Industry with over 7 years of experience.
- Excellent reputation for resolving problems and improving customer satisfaction and recognized consistently for performance excellence and contributions to success in Quality Analyst industry.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
Work History
CS
regus
Subject Matter Specialist
- Provided guidance and recommended coping mechanisms for youth dealing with difficult issues.
Quality Assurance Analyst Cum Reporting Analyst
TRANCOSMOS MALAYSIA SDN BHD
KUALA LUMPUR, Wilayah Persekutuan Kuala Lumpur
01.2019 - Current
- Identified issues, analyzed information and provided solutions to problems.
- Participated in continuous improvement and meetings by generating suggestions, engaging in problem-solving activities to support teamwork.
- Managed team of 50 employees, overseeing hiring, training, and professional growth of employees.
- Led projects and analyzed data to identify opportunities for improvement.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Quality Assurance Analyst
CONDUENT MALAYSIA SDN BHD
SUBANG JAYA, SELANGOR
01.2017 - 01.2019
- Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies.
- Collaborated with management to provide training on improved processes and assist with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Performed root cause analysis through coaching and side-to-side update training.
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative
CONDUENT MALAYSIA SDN BHD
SUBANG JAYA, SELANGOR
10.2016 - 01.2017
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Enhanced productivity by staying on top of scripts and maintaining control over direction of conversations.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Consistently maintained 100% customer service satisfaction ratings through quality control and company guidelines.
PRODUCTION SUPERVISOR & CONTENT CREATOR
KYANITE TV SDN BHD
DAMANSARA, SELANGOR
03.2015 - 09.2016
- Created shot lists, booked talent and locations and prepared sets for shooting to provide comprehensive production support.
- Managed video shoots, set teams and performers while creating work schedules and operating production equipment.
- Applied current editing and photography tools to tell great stories.
- Produced original, creative content for promotional advertisements and marketing materials for mobile app : keyG - Personalize Your Gifs!.
Education
DIPLOMA iN MULTIMEDIA APPLICATIONS - Multimedia
KUALA LUMPUR METROPOLITAN UNIVERSITY COLLEGE
KUALA LUMPUR 01.2013 - 12.2015
Skills
Quality assurance reviews
Documentation and reporting
Correction action planning
Review samples and report creation
Project management expertise
Quality Improvement
Customer support
Problem-solving skills
Customer Relationship Management
Brand representation
Call center operations
English Fluency
Typing 42 wpm
Accomplishments
- 1st Achievement - Top 3 for world ranking between other vendors for best Customer Associates.
- 2nd Achievement - Perfect Attendance and Lowest MC Rate throughout year of working
Certification
License To Lead (LTL)
Additional Information
GANESH MUTHIAH RAJAGOPAL
Head of Operations (Conduent)
+6019 - 3111132
THIERUGANESH NAYADU
Manager Customer Experience (Conduent)
+6016 - 67117154
Timeline
QSP 100 TC ASEAN Certification of Contact Center Management Personnel (ASEAN RHQ)
10-2020
Contact Centre Team Management (CCTM - 100)
03-2019
Quality Assurance Analyst Cum Reporting Analyst
TRANCOSMOS MALAYSIA SDN BHD
01.2019 - Current
License To Lead (LTL)
02-2017
Quality Assurance Analyst
CONDUENT MALAYSIA SDN BHD
01.2017 - 01.2019
Customer Service Representative
CONDUENT MALAYSIA SDN BHD
10.2016 - 01.2017
PRODUCTION SUPERVISOR & CONTENT CREATOR
KYANITE TV SDN BHD
03.2015 - 09.2016
DIPLOMA iN MULTIMEDIA APPLICATIONS - Multimedia
KUALA LUMPUR METROPOLITAN UNIVERSITY COLLEGE
01.2013 - 12.2015
CS
regus