Sri Saliny

Quality Analyst - Training & Quality Assurance

• Responsible in monitoring both calls and e-mails on a weekly basis
• Assist and suggest in creating action plans for CS that fail to meet the thresholds or demonstrate the required skills and knowledge
• Implement and organize ongoing calibration sessions for the continuous improvement of leaders and Customer Service Executive
• Identify and highlight processes that impacts agent's ability to FCR/FER
• Contribute in the evolvement of the call flow and scorecards
• Review QA trends and share data insights to relevant stakeholders to enhance QA performance
• Assist in providing guidance and assistance to Customer Service Executives, when required, to ensure consistent high performance levels
• Conduct soft skills training whenever required
• Perform other ad-hoc duties as assigned ( QA tips & Hall of fame)
• Bi weekly calibration with counterparts in China

• Provide training to new Customer Service Executives
• To hold focus sessions with particular staff to address any service discrepancies.
• Ensure all materials and preparations are done based on the trainer’s checklist.
• Perform regular calibration sessions on monitoring with the Training & Quality Assurance team to ensure consistency and fairness.
• Ensure all materials and assessments to be signed off by the operations manager before training starts to ensure training and quality team are aligned in terms of the process flow.
• Training focuses on sales techniques to capture all revenue creating opportunities eg. Selling / Upselling / Cross selling / Suggestive selling.
• Initiate weekly meetings with operations to provide performance data of New hire’s in training and OJT (On –Job Training)
• Perform quality checks of all emails during OJT period and feedback/coaching are given immediately.
• Assign and distribute learning and quizzes to all staff through the e-Learning system.
• Implement ongoing training programmes for the continuous development of staff on product knowledge, as well as career development.
• Create action plans for staff that fail to meet these thresholds or demonstrate the required skills and knowledge. (PIP)
• Coach, counsel and discipline staff based on the results of monitoring
• Place a primary emphasis on training new hires to use the OPERA knowledge base and system, other related reservations software (book360), as well as the hotels’ products.
• Take ownership of the training and quality assurance activities at the CEPT (Customer Engagement and Process Transformation – Contact Centre of Shangri-la)
• Involved in migration of in house reservation to CEPT and prepare assessments to gauge the agents knowledge.
• Work with counterparts at hotels and SLIM (Shangri-La International Hotel Management) to ensure consistency in the delivery of all mandatory training.

• Conduct trainings required by Client/ Project, including product knowledge training for new hiring or refresher training for existing agents & Supporting Staff, and other occasional training on new product and promotion.
• Update and develop training materials to meet the best practice training in coordination with Client/ Project
• Involved in monitoring performance of operation in order to evaluate and analyze actual performance in order to initiate best course accordingly.
• Formulate, initiate, and conduct advance best practice training for Project based on actual performance from Project.
• Conduct On Job Training and On Job Assessment for new hires
• Involved in Quality Monitoring Set Up and Control, as its part of Trainer's responsibility to understand the situation before set and formulate the training materials & course.
• Evaluate calls for new trainees to provide their performance analysis to Head of Department.

• To own all operational matters related to the day to day management of the Wholesale partners. This includes all day to day management of purchase orders, invoicing, SIM fulfillment, fault management and reports, notifications of planned work and outages and weekly operational reviews with the mobile virtual network operator (MVNO) partner and relevant technical functions across Maxis.
• To lead in managing the technical relationship SLA with the MVNO partner and the main driver of Operational process improvement.

• Monitor and evaluate issuance of policy for APAC countries.
• Pre issuance and Post issuance quality review for Issuing and Producing Office.
• Provide root cause analysis for complaints received.
• Daily, weekly and monthly report to the regional team.
• Attend conference call with the MAS country managers.
• Revision on the quality review form

• Monitor and evaluate call quality standard for the Singapore Inbound Team
• Drive customer experience through mystery calls to gauge agent understanding
• Provide root cause analysis for complaints received
• Prepare scripts for mass error
• Provide regular feedback to agents on improvement areas.
• Provide coaching and educate agents on alternative solutions in servicing customers
• Drive the usage of alternate channels and sales pitching
• Additional task : Team Engagement Committee

• Attend to SG customers on premier cards, loans, current and savings account and mortgage enquiry
• Attend to complaint and investigation calls
• Mentor new joiners
• Experience range from General Mass Market to Priority Banking customers
• Identified cross-selling opportunities to recommend additional products that met customer needs.

• Attend to enquiries on Singapore Premium Cards & Centurion Members
• Attend to complaint and investigation calls
• Part of the Evening & Night Team servicing Centurion Members.
• Achieved Quality CSSM Results.
• Team Event Planner