Head of QA & Governance

Role Summary

In this role at CelcomDigi, your objective is to maintain a high and consistent level of service delivery quality at all customer touchpoints, across all channels and platforms, aligning to the Customer Experience vision and goals of the organization. You will be responsible for design and implementation of an end-to-end assessment framework that monitors, tracks and reports customer feedback and satisfaction, through data-driven insights and effective engagement initiatives. You will be required to establish a robust customer feedback collation methodology – to measure Customer Satisfaction (CSAT), Net Promoter Score (NPS) as well as Voice of Customers (VOCs) from all points of interactions, identify gaps and improvements required, communicate with respective stakeholders and recommend corrective actions, to see through the achievement of the required results. You will also be developing a journey audit framework to consistently and periodically audit the actual ‘moment of truth’ to ensure delivery of the service standards is in accordance to the intended customer journey. To complete the channels of obtaining customers feedback, you will also be responsible to plan and conduct customer engagement activities that enable us to gather first-hand, direct feedback from customers, and even competitors insights, to complement the feedback received from other channels. 

Responsibilities

• You are responsible to develop and implement a comprehensive end-to-end Quality Assurance strategy across the entire organization at all touchpoints, across all channels, ensuring that every interaction meets or exceeds the standards set in the CX vision and strategy.
• Formulate best-in-class metrics and evaluation frameworks to audit, assess and evaluate the performance of each touchpoint and channels in accordance with the established ‘customer journeys’.
• 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 stakeholders, and 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. 
• Plan and execute customer engagement activities, including Focus Group Discussions (FGDs), Mystery Shopper programs, and Customer Week events. Engage directly with customers and Business Unit’s to gather insights on preferences and experiences and prepare comprehensive reports with actionable recommendations. 
• Conduct consistent, frequent and periodic 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 developing the service quality strategy and framework 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. 
• 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. 
• Display pleasant and approachable demeanour which is crucial for customer engagements.