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Associate, Quality & Governance
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Associate, Quality & Governance
Astro Holdings3-5 Years
- Posted 30 days ago
- Be among the first 10 applicants
Job Description
WHY JOIN US
We practice a vibrant & energetic office culture.
We provide opportunities for career advancement within the company.
Good performance is always rewarded accordingly.
JOB RESPONSIBILITIES:
Responsibilities:
The role contributes to the monitoring of service performance, implementation of governance controls, quality assessments, operational reporting, and continuous improvement initiatives to enhance customer experience and business outcomes. The incumbent workscloselywithinternalstakeholderstomaintainserviceexcellence,supportcompliancewithregulatoryandinternalrequirements,identifyoperationalgaps,anddriveprocessimprovementsacrosstheContactCentreenvironment.
KeyResponsibilities
Supporttheday-to-dayoperationaleffectivenessoftheContactCentrebymonitoringserviceperformance,productivity,andoperationalcompliance.
Conductqualityreviewsandassessmentsofcustomerinteractionstoensureadherencetoservicestandards,policies,andprocedures.
Monitorcompliancewithgovernanceframeworks,regulatoryrequirements,andinternalcontrolsapplicabletoContactCentreoperations.
Prepareandmaintainoperational,quality,andgovernancereports,dashboards,andmanagementupdates.
Identifytrends,serviceissues,risks,andprocessgaps,andrecommendimprovementinitiativestoenhanceoperationalefficiencyandcustomerexperience.
Supportaudits,reviews,riskassessments,andgovernance-relatedactivities,ensuringtimelyclosureofidentifiedactionitems.
CollaboratewithContactCentreteamstoimplementserviceimprovementinitiatives,correctiveactions,andbestpractices.
Assistinthedevelopment,review,andmaintenanceofoperationalprocedures,qualityframeworks,andgovernancedocumentation.
Supportstakeholderengagement,customercomplaintmanagement,andescalationstrackingwhererequired.
Participateinprojectsandinitiativesaimedatstrengtheningoperationalexcellence,customerservicequality,andgovernancestandards.
Assist in monitoring, validating, and reporting Customer Satisfaction (CSAT) results to support service quality improvements and customer experience initiatives.
Job Requirements:
Bachelor's Degree or Professional Qualification in Customer Service, Business Administration, Management, Finance, Accountancy, Banking, Marketing, or a related field.
Minimum 3 years of relevant working experience in customer service, contact center operations, quality assurance, governance, business planning, or related functions.
Experience in management consulting or involvement in strategic and transformation projects will be an added advantage.
Ability to work on shifts, staggered hours, weekends, and public holidays as required by operational needs.
Strong customer service orientation with a good understanding of customer experience, service excellence, and contact center operations.
Good communication skills with proficiency in English and Bahasa Malaysia. Proficiency in Mandarin and/or Tamil will be an added advantage.
Strong analytical, reporting, presentation, and problem-solving skills.
Experience in preparing management reports, business presentations, and performance analysis.
Proficient in Microsoft Office applications, particularly Excel and PowerPoint.
Strong stakeholder management skills with the ability to collaborate effectively across multiple functions.
REQUIREMENTS:
REQUIREMENT
TheincumbentmayrequiredtosupportCustomerContactCentreoperationalfunctionsasandwhenassigned,includinghandlingfrontlineoperationalrequirementsduringperiodsofhighvolume,businesscontingencies,ormanagement-directeddeployments.
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Key Skills
About Company
Skills:
Java, Apis, PowerShell, Information Security, Json, Javascript, Data Governance, Python, M365 Copilot, agentic AI, AWS Bedrock, Privacy, Claude, Gemini Enterprise, cloud identity, large language models
Skills:
contact center operations , Quality Assurance, Business Planning, Governance, Problem-solving, Analytical Reporting
Skills:
Project Management, ITIL certification, Transition Management governance frameworks
Skills:
structured problem-solving, user growth, project management, Business Transformation, marketplace operations, driver acquisition, data-driven approaches, Retention
Skills:
compliance monitoring , Data Privacy, Incident Management, Internal Audit, Risk Management, Audit, ESG, Privacy Risk Assessments, Privacy-by-design initiatives, ESG data collection, Internal Controls, ESG risk impact assessments, Compliance policies, compliance training, ROPA, Regulatory Compliance, TIAs, DPIAs, Regulatory monitoring, Governance reporting, Compliance risk registers, Control reviews, Data processing reviews