Yap Rui Kai

Yap Rui Kai

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Nov 2018
Sept 2019

Nov 2018 - Sept 2019

 Development of training framework to run training programs that will deploy new hires into survey operation.  Set up training process to ensure that program can run in a structured manner that allows efficient transition of time for new hires to be operational ready  Create content for learning materials for all necessary skills required for a

Nov 2017
Oct 2018

Service Quality Assurance, Regional Assistant Manager

Nov 2017 - Oct 2018

 Develop and execute a service quality framework for country customer service teams and contact centers.  Drive continuous improvement efforts to improve customer experience and service standards.  Train and audit on local Quality Assurance leads to ensure the service quality framework is execute in world class standard.

Oct 2013
Oct 2017


5 years

Quality Specialist / Training

Oct 2013 - Oct 2017

 Perform audits on call and email transactions with the aim of identifying the drivers for poor quality  Propose and prepare Monthly Quiz questions for Customer Care Officers based on observations from failed audits and complaints.  Prepare reports based on results from Monthly Quiz and highlight key areas of concern.

Skills and qualities

Project management


Lean 6 Sigma


Operations Managment




Data analysis


Statistics, Critical Thinking, Design thinking

 and 14 skills

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