Customer Experience & Process Improvement Specialist

U Mobile

Kuala Lumpur

On-site

MYR 50,220 - 72,540

Full time

14 days+

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Benefits offered by this job

Medical & dental

Flexi hours

Device subsidy

Smart casual

Parental leave

Public transport access

Employee discounts

Job summary

U Mobile in Kuala Lumpur is seeking a QA/CCO Improvement professional to enhance customer experience. You will lead data-driven analyses, coordinate cross-functional projects, and implement process improvements across the contact centre and related customer journeys.

Ideal candidates have a diploma and relevant QA or contact centre experience, with strong analytical and teamwork skills. This role offers a dynamic, award-winning environment with flexible working arrangements and strong employee

Qualifications

Diploma in any subject is required.
Experience in quality assurance and/or customer service is essential.
Ability to conduct root cause/data analysis and reporting.
Knowledge of QA and/or contact centre processes.

Responsibilities

Plan, organize, implement, monitor and analyse for continuous operational improvement.
Gather, analyse and utilise customer data to improve overall customer experience.
Analyse data on customer issues to identify areas for improvement.
Coordinate cross-functional improvement projects to meet timelines.
Study and analyse processes to design a seamless, cost-efficient journey.
Monitor and report on initiatives to ensure delivery against objectives.