Nurul Jannah Mohd Nor

Responsibilities: Oversee customer service quality and training across five countries: Malaysia, Singapore, Indonesia, Philippines, and Vietnam. Develop tools, processes, and initiatives to boost customer satisfaction and strengthen team performance. Create and manage automated dashboards for quality performance monitoring, reducing manual effort and ensuring efficiency in reporting. Set KPIs and align goals across regions to drive consistent service excellence. Maintain an updated and user-friendly Knowledge Base to support accurate and efficient team operations. Achievements: Designed and implemented an automated dashboard using Google Sheets, significantly reducing the time spent on weekly audit reporting. This allowed auditors to focus more on quality reviews rather than manual reporting. Reduced average quality audit times by 30% and increased audit coverage by 5–10% due to streamlined processes. Simplified reporting workflows, ensuring auditors no longer spend excessive time generating reports each week.

Responsibilities: Developed, implemented, and maintained quality processes, procedures, and approaches outlined in the QMP. Monitored and tracked quality actions for continuous improvement. Trained personnel on QMP implementation, collaborated with Operations on quality matters. Ensured quality team was properly staffed and trained. Reviewed Customer Satisfaction Surveys and developed strategies for continuous improvement. Achievements: Built a 3-member Quality Assurance team managing 2 sites. Achieved a 22% improvement in CSAT score through RCA for DSAT. Revamped the quality checklist to adhere to COPC standard. Recommended over 100 process/product improvements with an 80% implementation rate.

Responsibilities: Oversaw the development and delivery of L&D and QA programs. Collaborated with instructional designers and the Operation Excellence Team. Facilitated learning via multiple vehicles, including instructor-led, self-study, and e-learning. Selected and designed training modalities to meet individual-use cases. Owned the reporting and communication of training performance metrics. Achievements: Built the Quality Assurance and Learning & Development team consisting of 23 members across the globe. Achieved a 96% average quality score, a 26% improvement. Launched RCA for DSATs, improving the score by 72%. Recommended over 100 process/product improvements with a 60% implementation rate. Launched several training and quality tools and programs with substantial improvement to Operation. Promoted to Senior Manager role after awarded as Top 3 Performer in 2022

Responsibilities: Provided mentoring and technical skill training for agents. Audited and published audit dashboards, drove weekly calibrations. Responsible for hiring decisions and assessing agent technical qualifications. Delivered training, including new hire training and production refresher sessions. Achievements: Built the Quality Assurance and Learning & Development team consisting of 4 members. Achieved a 90% average quality score, a 10% improvement. Launched RCA for DSAT, managing to bring up the CSAT score by 30%.

Responsibilities: Designed KPIs for the Customer Care Department. Monitored overall CCD performance by generating KPI reports. Conducted training related to quality, product, SOP, and system. Achievements: Designed KPIs, achieving a 98% average quality score, a 45% improvement. Increased Survey Monkey verdict from 3.5 to 4.6.

Responsibilities: Conducted Soft Skill Training required by Call Center Service (CCS) Division. Analyzed CCS performance to be able to identify and initiate refreshment or Ad Hoc training. Formulated, initiated, and conducted advance training for Projects. Achievements: Achieved 100% completion on mandatory business training. Launched the Start-Up skills training, producing 2 Team Leaders, 1 Trainer, and 1 QA.

• Monitor and score calls/emails as per the Global QA Nuances • Provide clear and timely feedback to with regards to call/email monitors • Coach on new client-specific QA requirements, and ensure complete understanding • Act as KLCOE’s point-of-contact (PoC) with regards to all QA matters • Handle all escalated communication in a professional and positive manner • Research QA issues and concerns and respond where needed • Communicate with Team Leaders to inform of QA issues that need to be addressed • Participates and initiates continuous process improvement by analyzing performance reports to identify trends and patterns that may interfere with achieving goals • Maintain records and prepare reports in a timely manner • To undertake QA related projects as directed by the Contact Center Manager • Communicate necessary information from/to other regions to Team Leaders/CSR’s

Position held with Prometric Technology Sdn Bhd: Candidate Care Specialist • Handle level 2 (escalated) issues from candidates in a professional and positive manner. • Coach Customer Service Representatives (level 1) in handling candidate inquiries. • Interface between customers, clients and test centers in a professional and efficient manner. • Identify trends and propose action plans to effectively manage candidate escalations. • Maintain a high degree of quality and accuracy in complete tasks. NCT Coordinator • Assisting Team Lead in monitoring team of 10 agents processing Bulk Registrations and Bulk Rescheduling. • Handling selections and training of new team members. • Handling all agent related need in the absent of TL. • Handling escalation emails from agents • Monitoring CSR KPI performance, to achieve candidate and client satisfaction through quality service in all CNATT transactions. Measured through handling time of minimum 420 seconds per registration and productivity of 9 registrations per hour and adhere to policies. • Monitoring CSR KPI performance, to aim for 0 non-displacement/ non-registration. To ensure daily scorecard data input for productivity and handling time calculation. EMEA CNATT Processor • Trainer for KL CNATT team. • Coordinator for CNATT North America, Europe and Africa region team. • Call and inform candidates impacted with CNATT and assisting them to schedule new exam date. • Handling escalation directly from Client Service Manager globally. • Work together with Channel Operation, GHD and ETS. NAM CNATT Processor • Processing NAM CNATT. • Call and inform candidates impacted with CNATT and assisting them to schedule new exam date. Customer Service Executive • Handling inbound call for customer registration • Handling inbound call for customer payment submission • Handling inbound call for customer checking seat availability • Keeping the highest QA score for every month • Keeping record of 0 Adherence and 0 Unplanned Leave

Answer phones and respond to customer requests. Provide customers with product and service information. Identify, research, and resolve customer issues. Follow-up on customer inquiries not immediately resolved. Complete call logs and reports. Provide on-the-job training for new employees.