QA & Governance Specialist (Feedback Management)

CelcomDigi


Date: 1 day ago
City: Petaling Jaya
Contract type: Contractor
Role Summary

In this role at CelcomDigi, you are responsible for the design, monitoring, tracking and reporting of customer feedback and satisfaction – to measure Customer Satisfaction (CSAT), Net Promoter Score (NPS) as well as Voice of Customers (VOCs) from all points of interactions. You must be able to establish a structured methodology to collate, compile and analyse the feedback received from all touchpoints, and identify the gaps and improvements required, communicate with respective stakeholders and recommend corrective actions, to see through the achievement of the required results. You will be required to conduct root cause analysis, while working closely with the stakeholders, to solve the issues raised by customers, and ensure closure of the issues, on a timely basis. There may be times that adhoc surveys/ insights are required, and you will be responsible for the end-to-end process from conceptualization and design, to the scope and structure, to results collation and reporting. You will also work closely with the Journey Audit and Customer Management teams to have a holistic view and understanding of customers feedback in order to ensure continuous improvements in the customer journey.

Responsibilities

  • You are responsible to develop and conduct the collection of customers’ CSAT/ NPS, ensuring accurate and robust data collection, analysis, and reporting of these scores by lines of business, by channels, by customer segments and any other criteria where deem required. E.g. from contact centre, website, app, physical stores, social media, emails etc
  • Develop a comprehensive framework around ‘Voice of Customers’ (VOC) to include robust collection method, accurate analysis techniques to identify trends, measure performance, and understand actual customer feedback/ complaints.
  • Create actionable reports and dashboards that present data clearly for all levels of stakeholders, ranging from Board of Directors to working teams, with the relevant data required.
  • Drive CSI/NPS/VOC awareness through initiatives like roadshows engagements for all stakeholders.
  • Proactively identify issues (through root cause analysis) and recommend corrective and/or preventive solutions to improve customer experience, satisfaction and loyalty, working closely with all departments and units, to integrate CSAT/ NPS/ VOC results into strategic planning and performance targets.
  • Conduct adhoc surveys/ audits as and when required, covering end-to-end from conceptualization, to the design and plan of the survey, to assessment criteria, result collation, reporting and next steps.
  • Work closely with other units with CX QA & Governance Dept to be involved in customer engagement activities, including Focus Group Discussions (FGDs), Mystery Shopper programs, and Customer Week events, as well as conducting Service QA audits to ensure compliance to the intended customer experience outcomes – at all touchpoints, channels etc
  • Coordinate and hold periodic meetings with key stakeholders in tracking action items to achieve the target CSAT/ NPS.
  • Ensure all QA & Governance initiatives are aligned to the quality and brand persona of CelcomDigi, e.g. surveys being sent, FGDs conducted, etc.

Requirements

  • You have the experience of collecting, analysing and reporting of customer feedback and satisfaction in any large consumer business.
  • You have achieved notable successes in the space of CX, depicting prioritization of customers feedback and satisfaction as an important source of input for continuous improvement.
  • You have demonstrated strong appreciation and in-depth understanding of CSAT/ NPS and VOC, with the ability to conduct root cause analysis with strict discipline in tracking corrective actions and initiatives.
  • You have demonstrated excellent stakeholder management with exceptional interpersonal and communication skills to influence and relate to people of all levels within the organization.
  • Technologically savvy with vast experience handling survey and analysis tools and platforms.

Next Steps

Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments.

At CelcomDigi, we aspire to be Malaysia’s leading telco-tech company — the nation’s digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future focused, and ready to be part of something bigger, we want you on our team.

Let’s advance and inspire Malaysia together! #WeAreCelcomDigi

Follow CelcomDigi on LinkedIn and vote for us as Malaysia’s Most Preferred Employer at the GRADUAN Brand Awards.

CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

GL Accountant (1 year contract)

Biosearch Life, a Kerry Company, Petaling Jaya
5 hours ago
Requisition ID: 59394Position Type: FT Fixed TermWorkplace ArrangementAbout KerryKerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of people across the world. Our vision is to be our customers' most valued partner, creating a...

Senior Financial Analyst - 9 months Contract

Tec D Malaysia, Petaling Jaya
22 hours ago
Job Purpose: As Senior Financial Analyst, reporting directly to APJ FP&A manager, you will be working closely with the FP&A COE and Functional Leaders and responsible for providing FP&A support and business partnership. You will be experiencing in dynamic interaction and collaboration with key stakeholders located in different countries across the globe.Responsibilities:FP&A consolidation and review of monthly business performance for...

Customer Onboarding Operation

Tec D Malaysia, Petaling Jaya
1 day ago
Job Purpose: The primary responsibility of the COO Operations Executive is to ensure a seamless and efficient onboarding process for customers, ensuring that all customer master data is accurately handled and maintained within the SAP system, in alignment with established processes. This role is critical in meeting service level agreements (SLAs) and upholding data integrity. The position requires regular reviews...