Kelvin Choo Email & Phone Number

Kuala Lumpur, My

Selangor, Malaysia

Selangor, Malaysia

- Expertise in designing, implementing, and optimizing processes to maximize efficiency and effectiveness.- Skilled in analyzing and mapping processes to identify opportunities for improvement, devising strategies to enhance efficiency, reduce costs, and fuel organizational growth.- Proficient in automation techniques aimed at streamlining workflows, fostering collaboration, andachieving successful project outcomes through efficient task management.- Assist in implementing Agile workflows as part of continous improvement such as creating customerjourney road map aiming to improve internal operations and client satisfaction.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Perform daily internal audits across all CS functions. - Responsible for guiding new joiners in order to achieve Ramp up target.- Develop and design SOP and process improvement plan.- Managed all CS functions (CS, SoMe, Risk, Executive Escalation, and Law Enforcement) across all APAC and EU regions.- Develop and design QA scorecards & processes across all CS channels.- Involved in product testing with the product team. Work closely with stakeholders in order to provide feedback on quality.- Conduct 1 to 1 quality coaching sessions.- Work with Internal Training Team to align Policy understanding of QA and moderation teams.- Identify potential failure of Policy Update and propose a recovery plan in advance.- Conduct daily DSAT scrubbing.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Kuala Lumpur, Kuala Lumpur, Malaysia

Quality Analyst - HP- Support operation of client enterprises quality model and defined quality assurance processes.- Reviews requirements and analyse cases to report and validate agent’s performance.- Develop plans, strategies, and cases, while performing all activities including functional, system,regression, performance, and productivity behaviour.- Provide day-to-day support to Team Leaders, resolve questions and issues related to quality.- Participate in weekly updates and monthly business reviews between client and the extended teams.- Facilitate and coordinate calibration sessions.- Improvement of team performance for Quality and Customer Satisfaction (CSAT) metrics throughoverseeing Transaction Monitoring, Coaching and Feedback, deep drive findings/analysis, action items.- Design and develop of soft skill, product and process knowledge for agents based on country of support and findings.- Provide Quality reports inclusive of program level and agent level findings with action plans to driveimprovement.

Kuala Lumpur

Quality Analyst - Honda & PMI Malaysia- Quality Monitoring, initiate and create rule for Quality Improvement in assigned project.- Record evaluation from any cases and determine elements of factors affecting customer satisfactions.- Report quality performance to Superior / Manager with feedbacks, insights, recommendation, andaction plan to improve operation quality.- Listen to both recorded live or side-by-side calls and communicate feedback.- Identify calls failing to meet predefined standards and provide improvement to agent.- Implement agent training and coaching initiatives.- Provide customer feedback and internal compliance feedback to management.