Quality Assurance & Compliance Retail Associate
- Kuala Lumpur city centre, Kuala Lumpur
- RM 3,500-5,000 per month
- Permanent
- Full-time
- Perform on-site quality assurance reviews and audit assessments at the Retail Centres & outlets nationwide.
- Provide review observation and findings to front liners, Team Leads and Management Team.
- Conduct appropriate coaching and feedback as well as training sessions to Front-liners, Team Leads, Sales Manager & Sales Executive based on the areas of improvement identified from the quality assurance and audit reviews/ monitoring.
- Prepare & review performance report and conduct forums to communicate performance trending and areas of improvement to respective stakeholders.
- Transform all review observation findings into process improvement opportunities to improve compliance standards, frontline & customer experience.
- Conduct front-liners' readiness level pre and post any product or service launches.
- Perform Mystery Shopping, Customer Journey Assessment, VoCs to identify gaps and recommend improvisation.
- Assists with NPS & FCR deep dives for CX team to identify detractor reasons for all retail.
- QA NRT trainer for Retail.
- Must be willing to travel across Malaysia for business trips (role requires to travel at least once a month).