Siti Fatihah Binti Jamal Nasir
SME | Project Quality Assurance | AI Data Project Management
Kuala Lumpur,KL
Summary
Dynamic and results-driven with 6 years of experience in optimizing project processes and ensuring top-notch quality. Adept at leveraging specialized knowledge to drive operational efficiency and provide valuable insights for AI machine learning projects. Skilled in managing multicultural teams and nurturing professional growth, while also excelling in stakeholder management. Proven track record in collaborating with diverse teams to establish effective working processes and strategies. Proficient in utilizing data to drive decision-making and enhance user experience. Known for conducting engaging training sessions and fostering a high-performing team environment. Adept in overseeing project quality from inception to completion, ensuring exceptional outcomes at every stage.
Overview
2025
2025
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
SME | Project Quality Assurance
Bytedance
Kuala Lumpur, Kuala Lumpur
4 2022 - Current
- Collaborated with diverse teams to expand and help manage the PQA team
- Refined project processes and aligned technical solutions with business objectives, ensuring high quality and productivity
- Leveraged specialized knowledge to optimize processes and provide insights into labeling policies and business operations
- Enhanced the team's comprehension of guidelines and aligned them with the broader business context
- Created, updated, and maintained technical documentation, including SOPs and workflow documents
- Established working processes and strategies for managing projects in close collaboration with related stakeholders
- Acted as a bridge between PQA and Team Lead, establishing effective working processes, strategies and deep dive analysis using Quality Management methodologies to find RCA and implement corresponding Action Plan
- Proactively monitored guideline trends and continually improving outcomes and proposing enhancements
- Ensured performance optimization and maintained high content quality metrics success
- Conducted informative and engaging training sessions for new hires, team members, fostering professional growth and guideline knowledge
- Key driver in managing and nurturing the growth of the PQA team
- Involved in team development with hiring process by screening resumes and interviewing PQA candidates
- Experienced as PQA that manages quality for multiple project (totsimultaneously (various durations) relating to machine learning for multiple languages
Quality Analyst
Sellbytel Services Malaysia
Kuala Lumpur, Kuala Lumpur
06.2020 - 04.2023
- Participates in the design of call monitoring formats and quality standards
- Performs call monitoring and provides trend data to the site management team
- Uses quality monitoring data management system to compile and track performance at team and individual level
- Performs monitors of customer care email responses
- Participates in customer and client listening programs to identify customer needs and expectations
- Provides actionable data to various internal support groups as needed
- Coordinates and facilitates call calibration sessions for call centre staff
- Provides feedback to call centre team leaders and managers
- Prepares and analyzes internal and external quality reports for management staff review
- Perform other duties as assigned
Trainer
Sellbytel Services Malaysia
Kuala Lumpur, Kuala Lumpur
03.2018 - 12.2019
- Develops individual results by maintaining policy and procedure resources; providing coaching; training sessions; developing outcome improvement resources
- Prepares new sales and customer service specialists by conducting orientation to sales processes; developing individual coaching plans providing resources and assistance; scheduling orientation to senior specialists
- Formulate a consistent benchmark of high achieving sales professionals by creating a quarterly/ annually training refreshers that is aligned to Apple's curriculum
- Identifying patterns of development across all teams and customers
- Provide in depth one to one coaching and training and follow up to optimizing sales and customer service
- Aid the sales and customer engagement process
- Ensure the service provided meets or exceeds expectation in the SLA
Customer Service Specialist
Sellbytel Services Malaysia
Kuala Lumpur, Kuala Lumpur
09.2016 - 02.2018
- Responsible for carrying out customer’s various request on particular orders, to check order status, to help customer placing new orders, to assist on finding the most suitable and needed product, handling complaints and etc
- De-escalate calls that might lead to callback from customer
- Cross skilled to support sales inquiries if needed and ensure orders are placed on a timely manner, supporting customers needs
Education
Civil Engineering
Sekolah Menengah Teknik Sepang
Dengkil 01.2006 - 01.2007
Architecture
Politeknik Sultan Idris Shah
Sabak Bernam 01.2007 - 01.2009
Skills
Microsoft Office
Excel
Mac OS X
Communication skills
Relationship-building
Sales Skills
Multicultural environment management
Training and mentoring
Strong analytical skills
Expertise in subject matter
References
- Ms. Maicah Dela Cruz, Sellbytel Services Malaysia, maicah_angelica@yahoo.com, 0174127107
- Barath Thiagarajan, Bytedance, barath.thiagarajan@bytedance.com, 0164157003
Timeline
Quality Analyst
Sellbytel Services Malaysia
06.2020 - 04.2023
Trainer
Sellbytel Services Malaysia
03.2018 - 12.2019
Customer Service Specialist
Sellbytel Services Malaysia
09.2016 - 02.2018
Architecture
Politeknik Sultan Idris Shah
01.2007 - 01.2009
Civil Engineering
Sekolah Menengah Teknik Sepang
01.2006 - 01.2007
SME | Project Quality Assurance
Bytedance
4 2022 - Current
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