NORA'TIQAH BINTI ZAKARIA
EXPERIENCED QUALITY ASSURANCE & CUSTOMER EXPERIENCE SPECIALIST
Cyberjaya
Summary
Experienced Quality Assurance Specialist with 3+ years of success in ensuring service excellence in customer service and social media marketing. Demonstrated talent in conducting thorough quality audits, pinpointing performance gaps, and implementing strategic improvements to enhance customer interactions. Proficient in coaching teams, streamlining workflows, and upholding high compliance standards. Dedicated to delivering exceptional customer experiences through data-driven insights and best practices.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Quality Assurance | Customer Service & Social Media Marketing
Open2Assist
03.2025 - Current
- Oversee quality assurance for both Customer Service (CS) and Social Media Marketing (SMM) teams
- Conduct detailed audits to assess service quality and provide constructive feedback for continuous improvement
- Develop training materials and workshops to enhance agent performance and service standards
Quality Assurance | Social Media Marketing
Open2Assist
08.2022 - 03.2025
- Monitored and evaluated customer service interactions across social media and digital platforms
- Conducted quality assessments, provided structured feedback, and identified areas for improvement
- Partnered with cross-functional teams to refine service processes and customer engagement strategies
- Ensured compliance with company guidelines and industry best practices
Quality Assurance | Customer Service
Amber Pro Solutions
08.2020 - 08.2022
- Conducted thorough audits of customer service interactions to enhance overall service quality
- Provided ongoing coaching and training to customer support agents to improve communication and problem-solving skills
- Identified operational inefficiencies and recommended actionable solutions to management
- Implemented proactive quality assurance measures to maintain high customer satisfaction levels
Customer Support Representative
Amber Pro Solutions
01.2019 - 08.2020
- Managed high volumes of live chat, email, and phone inquiries, ensuring timely and professional responses
- Assisted customers with account-related concerns, troubleshooting, and product inquiries
- Reported system bugs and customer pain points to developers for service enhancements
- Provided detailed reports to team leaders to support continuous improvement initiatives
Contact Centre Consultant
CIMB Bank Bhd
01.2016 - 04.2018
- Delivered exceptional service in handling customer banking inquiries, loans, and internet banking issues
- Ensured accurate data entry and documentation of customer interactions
- Provided tailored solutions to customers, fostering long-term client relationships
Sales Assistant
Universal Traveller (Sunway Putra Branch)
12.2015 - 12.2015
- Provided expert recommendations on travel apparel, assisting customers in selecting the right products for different climates
- Delivered personalized customer service, ensuring an excellent shopping experience
Cashier (Part-Time)
Giant Hypermarket Batu Caves
03.2015 - 09.2015
- Managed point-of-sale transactions, processed payments, and ensured cash register accuracy
- Assisted customers with product inquiries and maintained an organized checkout process
Education
Bachelor of Business Administration - Finance
Universiti Teknologi MARA
Diploma in Accounting -
International Islamic College
Sijil Pelajaran Malaysia - undefined
SMA Raja Dr. Nazrin Shah
Skills
Quality Assurance & Compliance Audits
Customer Experience Optimization
Process Improvement & Strategic Problem-Solving
Coaching & Training Development
Social media strategy
Social media and promotions
Timeline
Quality Assurance | Customer Service & Social Media Marketing
Open2Assist
03.2025 - Current
Quality Assurance | Social Media Marketing
Open2Assist
08.2022 - 03.2025
Quality Assurance | Customer Service
Amber Pro Solutions
08.2020 - 08.2022
Customer Support Representative
Amber Pro Solutions
01.2019 - 08.2020
Contact Centre Consultant
CIMB Bank Bhd
01.2016 - 04.2018
Sales Assistant
Universal Traveller (Sunway Putra Branch)
12.2015 - 12.2015
Cashier (Part-Time)
Giant Hypermarket Batu Caves
03.2015 - 09.2015
Sijil Pelajaran Malaysia - undefined
SMA Raja Dr. Nazrin Shah
Bachelor of Business Administration - Finance
Universiti Teknologi MARA
Diploma in Accounting -
International Islamic College