NUR MUNIRAH BINTI SHAMSHUL BAHRIN
Kuala Lumpur
Summary
Quality assessment professional with solid experience in monitoring and evaluating product standards and processes. Consistently ensures compliance with industry regulations, utilizing keen analytical skills and attention to detail. Adept at identifying areas for improvement and implementing effective solutions to enhance operational efficiency.
Overview
14
14
years of professional experience
Work History
Senior Quality Evaluator
Concentrix
KUALA LUMPUR, 10
10.2022 - 04.2026
- Monitors, evaluates, and/or audits a sampling of inbound and/or outbound calls, as well as other contact methods including chat and email.
- Conduct coaching with agents and review performance assessment, feedback delivery, corrective action planning, training, and refresher with motivational support.
- Conduct QA talk with new hire regards to the company policies, compliance standards, and QA frameworks
- Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, and Clients.
- Assisted in providing insights in Goal proposal through trend analysis.
- Lead and organize internal and external calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
- Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
- Work closely with Operation Teams to identify performance gaps and implement corrective action plans
- Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
- Contribute to maintaining forms and legends documents
- Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
- Maintained green scorecard ratings through effective QA monitoring and corrective action planning
- Drove cost reduction success planning and executed initiatives within a short timeframe, achieving measurable savings and operational efficiency
Quality Assurance Representative
Transcosmos (Malaysia) Sdn. Bhd
08.2020 - 10.2022
- Managing a team of QA consists of 15 new QA.
- DSAT analysing as a daily task.
- QA Monitoring done for every CS on a weekly basis.
- Conduct coaching session for DSAT contributors by providing corrective plan.
- Refreshing training for agents that score weakly on quizzes.
- Participate in QA calibration with clients.
- Ensure CS to adhere Business Processing and Knowledge of product. 7.Preparing WBR deck for Weekly meetings with clients.
- Analysing and develop corrective planning for agents’ level, channel level and call center level.
- Establish good team work with Team Leaders and Operation Manager in order to identify area of improvement and create action plan in order to achieve organization goals.
- Provide feedback to Team Leader on agent’s performances in order to identify knowledge gaps among agents.
Quality Assurance
Taylor Nelson Sofres Malaysia Sdn. Bhd
08.2015 - 08.2020
- Ensure the quality of data from field work received are according to our criteria and requirement.
- Liaise with vendors and also client for sending and receiving feedback.
- Ensure that data received from fieldwork supplier is genuine, according to Kantar TNS guidelines and requirements.
- Monitor and training Quality Assurance validator work progress, accuracy of information and call handling standard.
- Record evaluations utilizing departmental quality monitoring forms.
- Provide weekly and monthly report to Manager and External Fieldwork Supplier.
- Deliver coaching feedback to interviewer on how they can improve their work and quality standard.
- Provide Supervisors and the Manager with regular performance feedback on the fieldwork interviewer.
Quality Assurance Representative
Teledirect Telecommerce
01.2015 - 07.2015
- Auditing Financial Institutions Sales from Call Centre
- To make sure the Marketing Executive's sale call is being conducting with level of requirements that has been outlined
- To make sure there is no faulty or dishonesty in sale
Research Assistant
TNS Research International
11.2014 - 12.2014
- Take the lead role on materials that needed to conduct the project.
- Contact potential respondent through phone calls and emails regarding the project
- Responsible to achieved daily target on successful survey
- Conduct the project that the sample size are from 1000 to 2000 number of respondents.
- Build relationship with other team mates in order to ensure all the process involve met the requirements
Quality Assurance
TNS Research International
06.2013 - 11.2014
- Assessing respondent's requirements and ensuring that these are met.
- Specifying quality requirements of respondents with clients and also project team
- Ensuring that processes involve comply with standards that required by both clients and also research team.
- Monitoring performance of interviewers
- Recording, analysing and distributing statistical information
Operation Assistant
TNS Research International
03.2013 - 06.2013
- Experience in building relationship will multiracial and also with foreigner respondent.
- Wok closely with the operation and field department, fully utilize relationships to ensure the process of implementation schedules are met with the daily target.
- Assist Project Leader to prepare the material involve, dealing with the respective respondent in explain the procedure and process of the project.
Call Center Agent
TNS Research International
05.2012 - 07.2012
- Conduct the interview with respondent by using script which prepared by the project management
- Be able to select the respondent through some requirements that needed by client and also research team.
- Non fixed working hour
- Handle the interview with in the nature of the respondent.
Education
Diploma - Business Studies
Universiti Teknologi MARA (UiTM)
Pahang01-2015
Skills
Inspection documentation
Audit coordination
Reporting and analysis
Inspection procedures
Customer focus
Quality processes
Analytical mind-set
Quality management
Languages
Malay
Proficient
C2
English
Advanced
C1
Indonesian
Intermediate
B1
Timeline
Senior Quality Evaluator
Concentrix
10.2022 - 04.2026
Quality Assurance Representative
Transcosmos (Malaysia) Sdn. Bhd
08.2020 - 10.2022
Quality Assurance
Taylor Nelson Sofres Malaysia Sdn. Bhd
08.2015 - 08.2020
Quality Assurance Representative
Teledirect Telecommerce
01.2015 - 07.2015
Research Assistant
TNS Research International
11.2014 - 12.2014
Quality Assurance
TNS Research International
06.2013 - 11.2014
Operation Assistant
TNS Research International
03.2013 - 06.2013
Call Center Agent
TNS Research International
05.2012 - 07.2012
Diploma - Business Studies
Universiti Teknologi MARA (UiTM)