Customer Service, Quality Assurance, Team Lead
Open To Work
Nur Suriatie Md Zamri
Measat Broadcast Network System, Tayangan Unggul Sdn. Bhd (Astro)
Petaling Jaya,Selangor
Work Preference
Job Search Status:
Open to work
Desired Job Title
Quality Assurance AnalystCustomer Service LeadCustomer Service RepresentativeQuality Analysis SpecialistAdministrative Assistant
Work Type
Full Time
Location Preference
HybridRemoteOn-Site
Location:
Petaling Jaya, Selangor
Open to relocation:
Yes
Minimum Desired Compensation
RM70000/yr
Important To Me
Career advancementWork-life balanceCompany CulturePersonal development programsFlexible work hoursHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leaveStock Options / Equity / Profit Sharing4-day work week401k match
13
Years of experience
2
Languages
5
years of post-secondary education
Dynamic customer service professional with 13 years extensive experience at Measat Broadcast Network System / Tayangan Unggul Sdn. Bhd (Astro), excelling in team leadership, quality assurance and performance improvement. Proven track record of enhancing customer satisfaction and retention through effective conflict resolution and KPI monitoring. Skilled in utilizing call center software drive operational excellence and deliver exceptional service.
Work History
Customer Service Associate
13 Years 5 Months- Handled customer inquiries through phone, email, and chat channels, ensuring timely communication and accurate problem resolution.
- Resolved average 60–70 customer interactions and calls daily, maintaining high satisfaction ratings and a 100% customer satisfaction score.
- Addressed product and service questions, investigated billing discrepancies, and delivered technical support for customer inquiries.
- Validated returned orders, processed associated payments, and accurately issued refunds.
- Analyzed customer needs to identify opportunities for upsell or cross-sell of products or services.
- Investigated and resolved customer complaints to improve retention and strengthen customer loyalty.
- Logged customer interactions in CRM systems for consistent tracking, documentation, and subsequent follow-up.
- Coordinated cross-functional collaboration to escalate complex issues and drive resolution activities.
- Monitored and maintained measat broadcast network system (ASTRO) infrastructure and service uptime.
Ad-Hoc Team Manager
1 Year 6 Months- Provided leadership coverage during peak periods when staff shortages or supervisor absence occurred, coordinating tasks to keep operations on track.
- Owned project-based team management across in-house and outsourced resources for ad-hoc assignments to support operations and ensure continuous service delivery.
- Coordinated daily performance for 50–70 customer service agents, monitoring progress to ensure achievement of daily targets.
- Reviewed real-time call performance metrics for average handling time (AHT), first call resolution (FCR), average call work (ACW), and customer satisfaction (CSAT) to maintain ongoing performance oversight.
- Evaluated agent performance, provided coaching feedback, and supported targeted improvement actions.
- Investigated escalated customer concerns and coordinated resolution to maintain service timeliness.
- Assisted with shift schedule development and structured task delegation across team assignments.
- Compiled daily, weekly, and monthly performance reports from relevant inputs for management.
Quality Assurance
1 Year 1 Month- Tracked and assessed quality across 100–150 calls, chats, and emails per week using QA scorecards to verify adherence to company standards and regulatory requirements.
- Performed live call monitoring (tapping) to assess agent performance across calls and confirm adherence to service quality expectations.
- Facilitated calibration sessions with team managers and QA team to align scoring criteria and maintain scoring consistency.
- Worked with Operations and Training teams to improve script accuracy, SOP clarity, and knowledge base content structure.
- Created and maintained weekly and monthly QA performance reports, summarizing QA performance trends, pinpointing gaps, and recommending process improvements.
- Developed and shared QA guidelines and trained new hires on quality standards to maintain consistent QA practices.
- Conducted 1-to-1 coaching sessions with agents, targeting performance improvement, communication skills, and service quality.
- Analyzed QA results, pinpointed performance gaps, and developed actionable feedback and improvement plans.
- Owned KPI tracking and reporting for CSAT, QA scores, and First Call Resolution (FCR), ensuring consistent performance visibility.
- Assessed call recordings and supporting documentation to confirm accuracy of customer complaints escalated to Malaysian Communications and Multimedia Commission (MCMC).
Education
BBA - International Business
- GPA : 3.32
- Relevant Coursework: Paperwork Project | The Corporate Social Responsibility of Port of Tanjung Pelepas (PTP) Activities From The Local Communities Perspectives.
Diploma - Banking
Certified Contact Center Professional
Skills
Team Leadership & Supervision
Call Centre Operation Management
KPI Monitoring (AHT
CSAT
FSR)
Coaching & Performance Improvement
Inbound & Outbound Call Handling
Conflict Resolution
Escalation Handling
Reporting & Data Analysis
Data Entry & Documentation
Call Centre Software (Genesys
Avaya
Speechminer
BCP Portal
WFM)
Languages
English
Bahasa Melayu
Timeline
Ad-Hoc Team Manager
Measat Broadcast Network System
04.2018 - 10.2019Read More
Quality Assurance
Measat Broadcast Network System
02.2017 - 03.2018Read More
Western Kentucky University
Certified Contact Center Professional
04.2011 - 04.2011Read More
Customer Service Associate
Measat Broadcast Network System, Tayangan Unggul Sdn. Bhd (Astro)
05.2009 - 10.2022Read More
Universiti Teknologi Mara (UiTM)
BBA from International Business
12.2006 - 12.2008Read More
Universiti Teknologi Mara (UiTM)
Diploma from Banking
06.2003 - 09.2006Read More