Nur Zufasihah Majid

Expert Guidance:

• Offer specialized insights and recommendations to support decision-making and project initiatives

Training and Development:

• Develop and deliver training materials and sessions for staff and stakeholders to enhance their understanding of client policies (for English speaker)

Documentation:

• Create and maintain comprehensive documentation, including manuals, guidelines, and standard operating procedures

Collaboration:

• Work closely with project managers, teams, and stakeholders to align objectives and deliver results

Research and Analysis:

• Conduct thorough research to stay updated on industry trends and advancements, integrating relevant findings into best practices

Quality Assurance:

• Review and assess processes, tools, and methodologies to ensure compliance and efficiency

Problem-Solving:

• Provide solutions to complex challenges within the area of expertise, contributing to continuous improvement efforts

Achievements:

• Promoted to Subject Matter Expert (SME) cum Quality Analyst (QA) in July 2022
• Successfully led a team of eight content reviewers in evaluating and enhancing the quality of videos, resulting in a 98.5% improvement in overall content accuracy and engagement
• As the point of contact for a specific task, successfully coordinated with QA teams from other markets to align on objectives and reach mutual agreements
• Skillfully delegating responsibilities based on individual strengths and expertise, which contributed to a collaborative environment and improved overall content quality
• Achieved zero escalations from clients, demonstrating effective communication and quality assurance processes
• As a result of consistently achieving high-quality results, our high-profile client renewed their contract for an additional five years, following a previous two-year agreement

Awards:

• Q2'24 Super Star QA
• Level Up Award
• QA team engagement event POC
• Ideation Award
• Super Star QA Q2 2023

• Review the content to identify if the content is safe to monetize as per client's need/request
• Review of sensitive content which sometimes involving graphic or disturbing matter
• Fully understand and remain up-to-date with client's policies and guidelines
• Review the content within the agreed turnaround times and standards of quality
• Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of user community
• Maintain the high quality of work process as well as productivity
• Gather and analyze the content in order to meet the alignment within the market
• Working in rotational shifts (morning and night) as per business unit's need
• Fulfill base productivity and quality requirements of the client
• Analyze and identify content on creator channels that is not in compliance with requirements and flag for action in a timely manner

Awards:

• Gold Star Award - April 2022
• Gold Star Award - Jan 2021
• Top Performers for the month of July 2020

• Review data within specified time frame in accordance with client policies
• Maintain optimum utilisation during working shift
• Perform high quality reviews
• Maintain turnaround time on data reviews
• Be up to date to policy changes
• Provide reverse feedback on policies and data
• Work in 24x7 environment (rotating)
• Take quality feedback and work on it
• Ability to escalate when needed according to process
• Being able to keep knowledge of current affairs up to date

Customer Support:

• Respond promptly to customer inquiries through various channels, including phone, email, and chat
• Provide accurate information about Singtel’s products, services, and promotions

Issue Resolution:

• Efficiently address and resolve customer complaints and issues related to billing, services, or technical support.
• Follow up with customers to ensure satisfaction with the resolution provided

Account Management:

• Assist customers with account-related inquiries, including account setup, updates, and service changes
• Guide customers through the process of activating and troubleshooting services

Product Knowledge:

• Stay updated on Singtel’s latest products, services, and industry trends to provide informed recommendations
• Participate in ongoing training to enhance product knowledge and customer service skills

Performance Metrics:

• Meet or exceed established KPIs, such as customer satisfaction scores and average handling time

• Supported the Restaurant Manager in overseeing and directing the daily operations and overall management of the restaurant located in Malaysia
• Reported directly to the Restaurant Manager and was accountable to the Business Manager, also referred to as the Area Manager

• Assigned to the Billing Unit within the Hospital Operations Department, with responsibilities encompassing the preparation and generation of inpatient bills
• Key duties included delivering daily updates on billing status to the Head of the Hospital Operations Department and attending physicians, as well as collaborating with the Corporate Client Insurance (CCI) Inpatient Unit to ensure effective monitoring of patients' insurance coverage

• Assigned to the Corporate Client Insurance (CCI) Inpatient Unit within the Hospital Operations Department, responsible for processing patient insurance claims
• Duties included liaising with various insurance companies to determine the status of patient coverage and obtain approvals for payments made on behalf of patients. Additionally, provided daily updates on the status of patient insurance to the Head of the Hospital Operations Department and attending physicians, while collaborating closely with the Billing Unit

• Assigned to the Administration Department, responsible for performing administrative and clerical tasks
• Duties included responding to calls from customers and suppliers, as well as organizing the company’s annual dinner by managing invitations for all suppliers and customers