QA & Governance Specialist (Customer Management & Engagement)

Celcom & Digi; Malaysia; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading telco-tech company in Malaysia is seeking a QA & Governance Specialist to develop and execute a comprehensive Customer Management and Engagement program. This role involves extensive collaboration across departments to enhance customer feedback and satisfaction. The ideal candidate will have strong event management skills and a proven track record in customer experience initiatives.

Qualifications

• Experience in managing customer interactions in large consumer businesses.
• Proven success in CX initiatives emphasizing customer feedback.

Responsibilities

• Develop and execute the CME program to foster a network of engaged customers.
• Plan and manage events from conceptualization to execution.

Skills

Stakeholder Management

Event Management

Customer Experience

Job description

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QA & Governance Specialist (Customer Management & Engagement)

Date: 17 Apr 2025

Employment Type: Contract

Job Description:

Role Summary

In this role at CelcomDigi, you are responsible for developing and executing a comprehensive ‘Customer Management and Engagement’ (CME) program to build a close network of customers. The objectives are to: (1) obtain their direct, honest, and constructive feedback on interactions with CelcomDigi; (2) gather insights on feedback regarding competitors, both locally and globally; (3) test new ideas, products, and innovative solutions to gauge customer acceptance; and (4) build a loyal, emotionally attached customer base that advocates for the organization and brand. You will coordinate and manage the entire program end-to-end, from setting the engagement calendar, defining invitee criteria, establishing objectives and agendas, to venue selection, feedback consolidation, and sharing results with stakeholders for decision-making and continuous improvement. This role requires extensive collaboration with other departments within CelcomDigi and complements feedback obtained by the Customer Insights and Journey Audit teams to provide a holistic view of customer feedback.

Responsibilities

• Develop and execute the CME program to foster a network of engaged customers.
• Create a comprehensive event calendar including Focus Group Discussions (FGDs), Mystery Shopper programs, and Customer Week events to meet program objectives.
• Collaborate with various departments within the Customer Experience Division and wider organization to identify relevant topics and matters for inclusion in the CME program.
• Plan, coordinate, and manage events from conceptualization to execution, including venue management and results compilation.
• Manage the customer list, including establishing selection criteria, curating, and maintaining engagement frequency.
• Work closely with the CX QA & Governance Department and Journey Audit team to incorporate customer feedback into decision-making processes.
• Coordinate with other departments such as Communications, Brand and Marketing, and Facilities for seamless program execution.
• Ensure all QA & Governance initiatives align with CelcomDigi’s quality and brand persona, including invitations and FGDs.

Requirements

• Experience in managing customer interactions across all levels in large consumer businesses.
• Proven success in CX initiatives, emphasizing customer feedback and satisfaction for continuous improvement.
• Strong program and event management skills focused on achieving goals.
• Excellent stakeholder management and interpersonal skills to influence and relate to diverse customers.

Next Steps

Next Steps

Thank you for considering a career with CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and contact shortlisted candidates for further steps, including pre-screening, interviews, and assessments.

At CelcomDigi, we aim to be Malaysia’s leading telco-tech company—driving digital transformation through 5G, AI, and innovation impacting over 20 million customers. Your role will contribute to enabling businesses, connecting communities, and societal progress, building a brand rooted in trust, reliability, and customer excellence. Aligned with our value proposition, Grow with Purpose. Build with Trust, you will have opportunities to innovate responsibly and create impactful digital solutions. If you're driven, future-focused, and eager to be part of something bigger, we want you on our team.

Let’s advance and inspire Malaysia together! #WeAreCelcomDigi

CelcomDigi is an equal opportunity employer committed to transparent, objective, and fair employment practices.