Life at U Mobile We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving. At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team. Let's start your journey with an award-winning organization! #UnbeatableCareerAwaits Top Reasons To Join Us! Awarded For Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024) Bronze Winner in Cross-Generational Workforce Engagement (2024) Gold Winner for Excellence in Workplace Culture (2021) Comprehensive medical, dental, optical and insurance benefits Flexi working hours arrangements Staff Line & Device Subsidy Smart Casual Attire Child Parental Care Leave Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT) Special employee discounts for selected F&B Brands Job Summary The person will assist the QA Manager in Contact Centre operational improvement, e.g, running improvement exercises and/or projects with the focus on customer experience enhancement and problem resolution. This role also includes coordinating efforts internally and cross-functionally to extract data for analysis and must be willing and able to guide resources and cross-functional teams in iterating and implementing improvement efforts to provide the best customer experience throughout the customer journey in every stage. The Day-To-Day Activities To plan, organize, implement, monitor and analyse for continuous operational improvement. Gather, analyse and utilize customer data to develop ways to improve the overall customer experience. Analyse data on the various customer issues faced to identify the key areas for process, product, service s or systems improvement. Coordinate with stakeholders for cross-functional improvement projects to ensure the initiatives/projects implementation roll out within the timeline. Constantly study & analyse existing processes, products, services and systems to design a seamless, automated and cost-effective experience for the overall customer journey experience. Monitor and report on initiatives/projects to ensure successful delivery against defined objectives. About You At minimum, a diploma in any subject. Relevant work experience in quality assurance and/or customer service and interactions. Minimum 1 year of experience in Contact Centre Operations or Backend Support. Have a good communcation skill, analyzing and improvement. What's Next Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified. Show more Show less