QA & Governance Specialist (Customer Management & Engagement)

Celcom & Digi; Petaling Jaya; On-site; MYR 50,000 - 80,000; Full time

Job summary

CelcomDigi recherche un QA & Governance Specialist pour gérer un programme d'engagement client visant à renforcer les relations avec les clients et à récolter des retours précieux. Vous serez responsable de la planification et de l'exécution d'événements et de programmes destinés à recueillir des retours et à améliorer l'expérience client. Ce rôle exige des compétences solides en gestion de programme et en communication, tout en travaillant en synergie avec diverses équipes internes pour garantir une exécution fluide.

Qualifications

• Expérience en gestion des retours clients dans un grand secteur de consommation.
• Succès dans l'amélioration de la satisfaction client par l'écoute active.
• Compétences avérées en gestion d'événements et en atteinte d'objectifs.

Responsibilities

• Développer et exécuter un programme d'engagement client complet.
• Coordonner la planification et la gestion des événements sous le programme.
• Travailler en étroite collaboration avec d'autres départements pour maximiser l'impact.

Skills

Customer Experience Management

Program Management

Stakeholder Management

Interpersonal Skills

Job description

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QA & Governance Specialist (Customer Management & Engagement)

Employment Type: Contract

Job Description:

Role Summary

In this role at CelcomDigi, you are responsible to develop and execute a comprehensive ‘Customer Management and Engagement’ (CME) program to build a close network of customers, with the objectives to (1) obtain their direct, honest and constructive feedback on their interactions with CelcomDigi, (2) obtain insights into any feedback they may have of competitors, both locally and globally, (3) test out new ideas/ products/ innovative solutions in order to gauge customer acceptance and (4) build a strong, emotionally attached loyal group of customers whom will be advocates for the organization and brand. You are to coordinate and run the entire program end-to-end, from setting the engagement calendar, determining the criteria of invitees, to setting objectives and agenda, to selecting venue and setup, all the way to consolidation of feedback/ results and sharing with relevant stakeholders for decision-making/ continuous improvements. This would involve extensive joint-working with other departments within CelcomDigi, as and when required, and to further complement the customer feedback obtained by the Customer Insights and Journey Audit teams, to present a holistic view an understanding of customer feedback.

Responsibilities

• You are responsible to develop and execute a comprehensive ‘Customer Management and Engagement’ (CME) program to build a close network of customers, with the objectives to (1) obtain their direct, honest and constructive feedback on their interactions with CelcomDigi, (2) obtain insights into any feedback they may have of competitors, both locally and globally, (3) test out new ideas/ products/ innovative solutions in order to gauge customer acceptance and (4) build a strong, emotionally attached loyal group of customers whom will be advocates for the organization and brand.
• You are to build a wide-ranging and relevant event calendar under this program to include, but not limited to, Focus Group Discussions (FGDs), Mystery Shopper programs, and Customer Week events, in order to achieve the objectives as mandated.
• You will need to work very closely with other departments within Customer Experience Division and wider within CelcomDigi, to identify and prioritise topics and matters that would be best included and executed under this Customer Management and Engagement program.
• You will be fully responsible to plan, coordinate, manage and run the events under the program, from conceptualization and program run-down, to venue and management on-site, to selection of invitees and compilation of the results/ outcomes from the events.
• You will also be the owner of this list of selected customers, establishing the selection criteria, curating this list and maintaining a robust and effective engagement frequency with the list.
• Work closely with other units with CX QA & Governance Dept to be involved in Customer Insights (CSAT, NPS, VOC) as well as the Journey Audit team who conducts Service QA audits, to present a holistic view of customers feedback as inputs for decision-making and continuous improvements.
• You will also be working with other departments to ensure the seamless and effective execution of the CME program, to include Communications, Brand and Marketing, Facilities, etc
• Ensure all QA & Governance initiatives are aligned to the quality and brand persona of CelcomDigi, e.g. invitations sent, FGDs conducted, etc.

Requirements

• You have the experience of interacting and managing customers of all levels, in any large consumer business.
• You have achieved notable successes in the space of CX, depicting prioritization of customers feedback and satisfaction as an important source of input for continuous improvement.
• You have demonstrated strong program/ event management skills, with focus on achievement of goals and objectives.
• You have demonstrated excellent stakeholder management with exceptional interpersonal and communication skills to influence and relate to customers of all levels.

Next Steps

Next Steps

Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments.

At CelcomDigi, we aspire to be Malaysia’s leading telco-tech company — the nation’s digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers.Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence.Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference.If you're driven, future focused, and ready 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, and committed to promote employment practices that are transparent, objective and fair.