Chin Wen Jia Giselle
Quality Analyst
Penang, Malaysia
Summary
To work towards the fulfillment of company objectives and to learn as well as contribute in the organization to my fullest.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Quality Assurance Analyst Cum Chinese Translator
Teleperformance Malaysia
07.2024 - Current
- Performing weekly quality assessments on processed tickets.
- Facilitate weekly feedback sessions to review and address common performance opportunities identified during the previous week, fostering continuous improvement and skill development.
- Translating content from English to Simplified Chinese and Traditional Chinese, including help center FAQs, SOPs, and in-app product terminology.
- Support the Learning & Development (L&D) team by creating step-by-step video tutorials, and monitor training completion status
- Participate in candidate interviews to assess Chinese language proficiency as part of the recruitment process.
Supervisor Cum Quality Assurance Analyst
Teleperformance Malaysia
07.2023 - 07.2024
- Queue monitoring and take actions on the spot if needed to ensure that service levels are met
- Evaluate the team performance on a regular basis and formulate action plans when gaps are identified
- Implement action plans and provide constructive feedback to ensure success
- Work closely with different functions to ensure we provide necessary support and are meeting quality assurance process and regulation
- Participate in recruitment activities
Quality Assurance Analyst
Teleperformance Malaysia
10.2021 - 07.2023
- Conduct evaluations to identify areas of improvement
- Conduct root cause and other data analysis
- Participate in problem prevention and continuous improvement project
- Participated in monthly business review on QA team performance
- Work closely with cross functions (Ops and SME) on procedure alignment and calibration
- Conduct bi-weekly focus group discussion with CN Ops supervisor on team’s knowledge and procedure gap
Customer Service Advisor / Game Ambassador
Teleperformance Malaysia
08.2019 - 10.2021
- Provide excellent customer service to enhance the player’s game experience
- Work closely with team Supervisor on team’s performance improvement in hitting KPI goals
- Took initiative to assist with team’s cheat sheet on procedure
- Took initiative and participated in team’s senior buddy system to assist the new hires and juniors
- Side-by-side monitoring and guidance on ticket handling and CSAT improvement
Customer Relation Cum Sales Assistant
Kerjaya Prospek Property Sdn Bhd
04.2018 - 08.2019
- Performed basic administrative tasks and supported sales activities.
- Assisted and participated in various sales events to promote company properties.
Personal Assistant
AIA Insurance Agency
08.2016 - 04.2018
- Summarized customer policies and prepared customized quotations based on client requirements.
- Processed forms and followed up on customer requests.
Education
SPM -
Penang Chinese Girls' High School
Penang, Malaysia 01.2009 - 12.2013
Diploma - Marketing
Tunku Abdul Rahman University College
Penang, Malaysia 05.2014 - 04.2016
Skills
Customer Service
Data Analysis
Organization
Time Management
Attention to Detail
Timeline
Quality Assurance Analyst Cum Chinese Translator
Teleperformance Malaysia
07.2024 - Current
Supervisor Cum Quality Assurance Analyst
Teleperformance Malaysia
07.2023 - 07.2024
Quality Assurance Analyst
Teleperformance Malaysia
10.2021 - 07.2023
Customer Service Advisor / Game Ambassador
Teleperformance Malaysia
08.2019 - 10.2021
Customer Relation Cum Sales Assistant
Kerjaya Prospek Property Sdn Bhd
04.2018 - 08.2019
Personal Assistant
AIA Insurance Agency
08.2016 - 04.2018
Diploma - Marketing
Tunku Abdul Rahman University College
05.2014 - 04.2016
SPM -
Penang Chinese Girls' High School
01.2009 - 12.2013
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