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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
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
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.
Statistics, Critical Thinking, Design thinking
and 14 skills