QA & Governance Specialist (Journey Audit)

Role Summary

In this role at CelcomDigi, you are responsible to develop and execute a ‘Journey Audit’ framework that will have periodic, consistent and comprehensive service audits conducted at key touchpoints and channels, to verify the actual ‘moment of truth’ in ensuring delivery of the service standards is in accordance to the intended customer journey. You are responsible for the end-to-end audit program; from the planning of the audits, development of audit checklist and criteria/ weightage as required, conducting the audits and identification of audit points that may not comply to the established journey SOP, and tracking of resolution of the raised audit points until closure. You may need to conduct any adhoc audits that may arise due to any unforeseen circumstances. All audit observations and reports are to be summarized and communicated to the relevant stakeholders, and to jointly identify the corrective actions, with clear timeline and targets, and to track on progress until closure. The data will also further complement the customer feedback obtained by the Customer Insights and Customer Management teams, to present a holistic view an understanding of customer feedback.  

Responsibilities

• You are responsible to plan, execute, analyse and report the journey audits to be conducted in the best manner, in ensuring the consistent delivery of the ideal customer journeys across all touchpoints and channels. 
• You will need to analyse data related to service performance, customer satisfaction (CSAT, NPS, VOC) and operational efficiency, as well as other sources of customer feedback, to plan for the required audits to be conducted with targets established. 
• In planning for the audits, you are required to build and maintain the audit checklist (including criteria and weightage of importance/ priority) which may need to be customized by touchpoint and by channels, and any other matters required to ensure a smooth, purposeful and proper audit will be conducted.
• In execution of the audits, you are required to be very detail-oriented with attention to minute detail, always putting yourself in the customers’ perspective, to ensure compliance to the service delivery processes, service levels and standards as well as policies established (including any regulatory requirements). 
• You are also required to identify areas for improvement and establish the root causes, working closely with the relevant stakeholders, to have corrective actions with clear target datelines and goals.
• All audit observations and points are to be clearly documented in concise audit reports that summarize findings, recommendations, and action plans, and shared with all stakeholders on a timely manner. 
• Track the progress of resolution/ correction actions until closure.
• Work closely with other units with CX QA & Governance Dept to be involved in Customer Insights (CSAT, NPS, VOC) as well as the Customer Management team, to present a holistic view of customers feedback as inputs for decision-making and continuous improvements. 

Requirements

• You have the experience of conducting detailed service audits 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 strong analytical skills to understand customer feedback data, and to develop, plan and execute audit programs required to address the feedback concerns. 
• You are quick to identify any service gaps not in compliance to standards and service levels, with strong attention to details. 
• You have demonstrated excellent stakeholder management with exceptional interpersonal and communication skills to work with team members from all levels and departments, and to influence the closure of audit observations and audit points.