Quality Improvement Specialist

U Mobile; Kuala Lumpur; On-site; MYR 50,220 - 72,540; Full time

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.

Skills

Quality assurance

Customer service

Data analysis

Root cause analysis

Education

Diploma in any subject

Tools

Microsoft Office

Job description

Life at U Mobile

We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.

Life at U Mobile

We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.

At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.

Let's start your journey with an award-winning organization!

#UnbeatableCareerAwaits

Top Reasons To Join Us!

• Awarded For
• Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
• Bronze Winner in Cross-Generational Workforce Engagement (2024)
• Gold Winner for Excellence in Workplace Culture (2021)
• Comprehensive medical, dental, optical and insurance benefits
• Flexi working hours arrangements
• Staff Line & Device Subsidy
• Smart Casual Attire
• Child Parental Care Leave
• Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
• Special employee discounts for selected F&B Brands

Role

The person will assist the QA Manager in Contact Centre operational improvement, e.g, running improvement exercises and/or projects with the focus on customer experience enhancement and problem resolution. This role also includes coordinating efforts internally and cross-functionally to extract data for analysis and must be willing and able to guide resources and cross-functional teams in iterating and implementing improvement efforts to provide the best customer experience throughout the customer journey in every stage.

The Day-To-Day Activities

• To plan, organize, implement, monitor and analyse for continuous operational improvement.
• Gather, analyse and utilize customer data to develop ways to improve the overall customer experience.
• Analyse data on the various customer issues faced to identify the key areas for process, product, services, or systems improvement.
• Coordinate with stakeholders for cross-functional improvement projects to ensure the initiatives/projects are implemented within the timeline.
• Constantly study & analyse existing processes, products, services and systems to design a seamless, automated and cost-effective experience for the overall customer journey experience.
• Monitor and report on initiatives/projects to ensure successful delivery against defined objectives.

About You

• At minimum, a diploma in any subject.
• Relevant work experience in quality assurance and/or customer service and interactions
• Minimum 1 year of experience in Contact Centre Operations or Backend Support.
• Customer-centric mindset.
• Communication & Interpersonal Skills.
• Proactive problem-solving skills.
• Ability to work well within a team environment.
• Ability to multitask
• Knowledge in QA and/or Contact Centre processes
• Complaint handling/management skill
• Have led or participated in process improvement activities
• Able to conduct root cause/data analysis and reporting
• Microsoft Office