Chee Seng Tan Email & Phone Number

Wp. Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Trainer:- Develop onboarding programs for new employees and conducting training session.- Evaluate employee performance to gauge where skills are lacking and create relevant training programs to address skill gaps in employees.QA: - Monitor customer responses to ensure that an accurate record of communication is available, targets are met, and where needed highlight areas of improvement.- Carry out regular customer service audits to ensure all relevant information is logged to provide a full record of all actions taken.- Conduct post-complaint satisfaction surveys root cause analysis to improve the overall customer experience.

Wp. Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Conducts quality reviews to evaluate quality performance and increase customer satisfaction- Prepare quality stats/insight reporting to help the COE/BPO to improve and grow- Facilitate calibration/alignment sessions to ensure quality review accuracy and consistency between all key stakeholders.- Perform root cause analysis and lead workshops/projects to identify quality issues/solutions and assist our business to reach a world-class customer support experience.- Liaise with stakeholders to provide feedback on their teams' quality level and create recommendations to improve the overall LOB quality performance.- Prepare daily/weekly/monthly reporting to LOBs to track and trend quality issues.

- Communicate with and support Quality Manager, Operations Manager, Supervisors, leads, and employees to share insights, troubleshooting and improvement strategies. - Coach agents on a daily, weekly and monthly basis to Quality improvement.- Monitor agent quality on a daily, weekly, and monthly basis.- Develop and maintain quality reports at agent, team, and call center level.- Maintain working knowledge of policies and procedure & Perform Root Cause Analysis and identify trends.- Attend and/Facilitate Client Calibration or monitoring sessions. - Conduct assessments, spot-checks/Internal audits to assess quality standards and send out alerts to propose improvement in processes .- Diagnosis continuous improvement opportunities applicable to account, workgroup and department. Utilize common process methodology for process improvement.

- Design training schedule, coordinate and liaise with key stakeholders including BPO/outsourcing to ensure that all agents and QA successfully go-live within the targeted time frame.- Deliver process/product/policy training in classroom and/or virtually to new joiners- Involve in setting up product knowledge test, share result analysis and work with key stakeholders to improve the product knowledge of relevant team- Responsible to provide detailed analysis of errors and feedback to respective team through calibration session and recommend ways to improve quality score- Monitoring the queue data and record daily output, communication and working closely with BPO/outsourcing and R&D if any system/platform issue arise- Monitoring and ensure project able to go smoothly and hit milestones according to project's schedule- Support on QA related project if needed such as process optimization, sampling plan, appeal mechanism, policy optimization and policy cascading process

Malaysia

- Review and monitor agent emails for accuracy of information and handling standards.- Elaborate, recommend, and oversee improvement actions by providing in-depth insights into agents' quality performance base on Root Cause Analysis (RCA).- Ensure that agents are delivering a high level of customer service in accordance with COPC Standards.- Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards.- Providing reports and in-depth analysis such as business reviews and newsletter- Oversee the performance of the CS Team by developing dashboards, monitoring trends and identifying risks, provide periodic and ad hoc reporting to facilitate the CS Team in keeping track of performance and drive improvement- Assists and collaborates with other partner sites to improve overall quality performance.- Participates in customer and client calibration sessions to identify customer needs and expectations.- Maintenance and continual improvement of the ISO9001 and ISO18295-1 Quality Management System of TDCX.

Kuala Lumpur, Malaysia

- Reviews and analyses complex situations, pattern of fraudulent and suspicious trends. Monitor establishment activities and system function to ensure them function normally to avoid system loophole.- Perform KYC checking.- Comprehensively docs investigations and maintain high level of confidentiality while performing investigation.- Find solutions to mitigate and prevent fraudulent activities.- Work with stakeholders to report trend and system loopholes and initiates enhancement, preventive measures.- Recommend to management if fraud detection policies and procedures should be changed to identify new fraudulent schemes arising from new fraud patterns.