QA & Governance Specialist (Feedback Management)

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.