Babacar M. Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Malaysia

Delivery Excellence- In charge of the audit processes and KPIs across Webhelp APAC- Responsible of the Audit completion of all campaigns- Compliance to audit dates- Complete, accurate and timely reporting of findings includes Action Plans Progress- Driving Action Plan Implementation in all programs- Completion of all communication plans and Business Reviews with all TQTD Leaders for Action Planning- In charge of the process knowledge test readiness and… Show more Delivery Excellence- In charge of the audit processes and KPIs across Webhelp APAC- Responsible of the Audit completion of all campaigns- Compliance to audit dates- Complete, accurate and timely reporting of findings includes Action Plans Progress- Driving Action Plan Implementation in all programs- Completion of all communication plans and Business Reviews with all TQTD Leaders for Action Planning- In charge of the process knowledge test readiness and updating- Report the metrics for the entire Webhelp APACProcess Management- Process Improvement Projects- Achievement % of new initiatives & process improvement activities (kaizen, automation, efficiency improvement etc)- Drive Managers initiatives towards keeping all programs green- Document Project Charters Business Intelligence (SLA Score) Show less

Kuala Lumpur, Malaysia

Responsibilities- Segregate QA team monitoring headcounts based on supported languages and markets- Guide and coordinate team members, to encourage teamwork and motivate individuals- Provide structure for team through setting mission and purpose, clarify roles and responsibilities, allocate tasks and set objectives- Clarify working methods with practices and protocol- Focus on performance, to anticipate challenges, monitor performance, delegate and provide CPD… Show more Responsibilities- Segregate QA team monitoring headcounts based on supported languages and markets- Guide and coordinate team members, to encourage teamwork and motivate individuals- Provide structure for team through setting mission and purpose, clarify roles and responsibilities, allocate tasks and set objectives- Clarify working methods with practices and protocol- Focus on performance, to anticipate challenges, monitor performance, delegate and provide CPD support- Lead escalations from clients and channel Actions Items to complete on a given period of time- Liaise with Operations to share Program Opportunities Reports and Data with the QA team- Prepare Weekly Business Review slides and propose action plans towards required resolution Show less

Malaysia

Short Role Description- Responsible for establishing a corporate quality of service that promotes quality assurance and customer satisfaction which would positively impact overall performance of all SELLBYTEL APAC programsResponsibilitiesCall Monitoring and Evaluation- Support the overall QA work flow by conducting and managing program Quality feedback, generally working with the Team Leads/Program Leads in a constructive manner.- Accountable for collecting… Show more Short Role Description- Responsible for establishing a corporate quality of service that promotes quality assurance and customer satisfaction which would positively impact overall performance of all SELLBYTEL APAC programsResponsibilitiesCall Monitoring and Evaluation- Support the overall QA work flow by conducting and managing program Quality feedback, generally working with the Team Leads/Program Leads in a constructive manner.- Accountable for collecting, coordinating and evaluating call data from Team Leads/Program Leads and providing feedback and reporting to SELLBYTEL management (monthly basis)- Meet weekly / monthly call evaluation metrics and ensure calibration for Quality Monitoring with the Team Leads/Program Leads internally and Quality calibrations externally with the customer. (when required)- Prepare Transaction Monitoring Processes for all New Programs with the COPC standards.- Provide support and Quality Improvement plans for all programs when required.- Plan and Execute Quality audit to ensure COPC standards are met across all programs.Quality Control and Management- To manage quality assurance operational objectives by contributing information and analysis to strategic plans and reviews with the Team Leads/Program Manager and Program specific QA. (DSAT/CSAT)- Preparing and completing action plans (when required)- Implementing productivity, quality, and Sales & Customer service standards.- Identifying and resolving problems, completing audits, determining system improvements, implementing change- Prepare quality documentation and reports by collecting, analyzing, and summarizing information and trends including failed processes, corrective actions, and re-evaluations on a quarterly basis.- Continual review and refinement of the quality system methods as a result of systematic program of process reviews (Internal Quality Audits) Show less

Kuala Lumpur, Malaysia

Implementation TeamProvide high-quality support to end users software to solve technical problems quickly and effectively- Provide support and technical issue resolution via E-Mail, phone and other electronic medium.- Identify, understand, and recommend solutions to customer issues or questions using working knowledge of ArcGIS including ArcGIS Desktop, ArcGIS Server, and related ArcGIS Server products and technologies- As the Subject Matter Expert, document technical… Show more Implementation TeamProvide high-quality support to end users software to solve technical problems quickly and effectively- Provide support and technical issue resolution via E-Mail, phone and other electronic medium.- Identify, understand, and recommend solutions to customer issues or questions using working knowledge of ArcGIS including ArcGIS Desktop, ArcGIS Server, and related ArcGIS Server products and technologies- As the Subject Matter Expert, document technical issues through incident tracking involving authoring, technical editing, and publishing of Knowledge Base articles and various authoritative online content- Develop and create documentation used to partner with software development teams to troubleshoot issues and evaluate solutions- Interpret user issues to determine or recommend software changes to programmers/software engineers- Also work in other technical areas of software support as customer and business needs demandDesktop Usage Team- Changed technology from Implementation to Desktop Usage- Provide support to customers on DT Core related incidents; from the use of the ArcMap with its tools and tables to the publishing of maps, feature classes etc...into ArcGIS Online- Submit new BUGs or attached cases to existing ones through Salesforces. Same goes with enhancements- Troubleshoot ArcGIS Online incidents: changing of Esri Subscription Admin, activation of account, published services, how to share data in Public or in a specific Organization among others- Helped customers on the creation and use of the Web Map, Web Application Builder, Story map Tour in ArcGIS Online-Other tasks related to DT Core and ArcGIS Online Show less

United Kingdom

- Responsible to troubleshoot the streaming and downloading issues the customers face on their devices- Guided them do technical tests and sent us the results for further assistance- Responsible of testing a title when an issue arise- In charge to directly refund the customer back to his or her account if the issues was from our end then escalate the case to the concerned department- Followed up and solved pending cases assigned to me by the manager- Updated own… Show more - Responsible to troubleshoot the streaming and downloading issues the customers face on their devices- Guided them do technical tests and sent us the results for further assistance- Responsible of testing a title when an issue arise- In charge to directly refund the customer back to his or her account if the issues was from our end then escalate the case to the concerned department- Followed up and solved pending cases assigned to me by the manager- Updated own pending cases and sent reminders to the relevant department for those that had already been escalated- Advised on how to take advantage of promotions and how to purchase titles online using their bank cards or account credit- Handled complaints on the different aspect ratio of the titles- Advised on the Blinkbox compatible devices to purchase- Handling Twitter and Facebook account during my shifts Show less

Kuala Lumpur, Malaysia

- In charge of handling French calls then later emails- Assisted the customers making their bookings at the call center or through the website- Guided and advised them on the purchase of PBB, PBM, and in-flight entertainment- Provided customers with information on connecting flights, delays, cancellations, and closing of routes. When these occurred, I clarified the situation with the affected passengers then let them know about the options given to them based on… Show more - In charge of handling French calls then later emails- Assisted the customers making their bookings at the call center or through the website- Guided and advised them on the purchase of PBB, PBM, and in-flight entertainment- Provided customers with information on connecting flights, delays, cancellations, and closing of routes. When these occurred, I clarified the situation with the affected passengers then let them know about the options given to them based on the TnCs of AirAsiaX- Assisted manager do escalations and call backs to settle and close pending cases- While doing email, I was directly working with the client to settle cases of transferring passengers to other flights, Credit Shell, and Refund among others- Handled the complaints sent through email and, if required, notified the client Show less

Singapore

- Attached to MIO TV helpdesk department to receive calls about issues and inquiries - Responsible to troubleshoot issues that arise from the internet connection to how to purchase movies and Series on their TVs- Remotely configured customers' modems and wireless devices through the provided Systems- Set up appointments for the technicians to go to the customers' premises if the issues are caused by factors located outside the premises- Evaluated and… Show more - Attached to MIO TV helpdesk department to receive calls about issues and inquiries - Responsible to troubleshoot issues that arise from the internet connection to how to purchase movies and Series on their TVs- Remotely configured customers' modems and wireless devices through the provided Systems- Set up appointments for the technicians to go to the customers' premises if the issues are caused by factors located outside the premises- Evaluated and decided the need to send a technical to the customer's premise- Followed up any appointment to make sure the customer's issues and concerns are taking care of- Updated the systems accordingly- Escalated cases to superiors, if required Show less