Quality Assurance Specialist
Resume:
ABOUT ME
NURSYAHIDA
Results-driven Quality Assurance Specialist skilled in customer service evaluation, performance improvement, & process optimization. Strong communicator with expertise in feedback delivery, compliance, and operational efficiency.
QUALITY ASSURANCE SPECIALIST
EXPERIENCE
TDCX (MY) SDN. BHD.
FEB 2023 - PRESENT QUALITY ASSURANCE SPECIALIST
Assess support interactions across calls, emails, and chats. Evaluate agent performance against quality benchmarks. Deliver constructive feedback and coaching.
Clarify feedback through direct engagement with agents. Analyze customer service metrics and team performance. Enhance agent performance with targeted guidance.
Monitor individual and team service quality.
Generate performance reports for insights and improvements. Report findings to upper management.
Ensure evaluation consistency through calibration sessions. TDCX (MY) SDN. BHD.
DEC 2020 - JAN 2023 CRISIS MANAGEMENT SPECIALIST Assess case eligibility and coverage per outlined terms. Conduct outbound calls to meet client standards.
Verify user identity per compliance guidelines.
Apply soft skills and empathy in user interactions. Document user requests accurately to prevent redundancies. Escalate cases promptly to the appropriate department. Set clear expectations in all user interactions.
Collect required documents for case resolution.
Deliver fast, effective, and impactful solutions.
TDCX (MY) SDN. BHD.
AUG 2020 - DEC 2020 CUSTOMER EXPERIENCE SPECIALIST Identify user needs to provide effective support.
Research issues to develop strategic solutions.
Ensure first-contact resolution with timely follow-ups. Enhance workflows by providing feedback on tools & processes. Deliver top-tier service for maximum customer satisfaction. ***********@*****.*** Section 24, Shah Alam
OYO ROOMS HOSPITALITY SDN. BHD.
OCT 2019- JAN 2020 RECRUITMENT COORDINATOR
Schedule interviews for shortlisted candidates.
Arrange interview rooms for hiring managers.
Collaborate with managers to identify staffing needs. Act as the liaison between candidates and hiring managers. Draft and update job descriptions for postings.
Conduct reference checks for selected candidates.
EDUCATION
CGPA 3.09.
Universiti Teknologi
Mara (UiTM), 2016-
2019
Bachelor’s Degree of
Applied Science
(Chemistry) with Hons.
CGPA 3.60.
Malacca Matriculation
College, 2015-2016
Science (Module III)
LANGUAGE
English (Profesional)
Bahasa Malaysia (Native)
REFERENCE
Rachel Chin Kak Wei
QA Lead
Phone: 012-*******
Hanson Jiao Fei
CX Team Leader
Phone: 014-*******
EXPECTED SALARY
RM 5000
SKILLS
Technical & Analytical Skills:
Quality Assurance &
Auditing
Customer Service Metrics
Analysis
Crisis & Risk Management
Case Eligibility &
Compliance Assessment
Operational &
Administrative Skills:
Report Generation & Data
Analysis
Process Improvement &
Workflow Optimization
Recruitment Coordination
& Interview Scheduling
Documentation &
Compliance
Contact this candidate