Mervin Teoh

• Managing 15 global content quality analysts across the Great Britain, Philippines, Korea, Thailand & MENA markets along with 2 SMEs

• Devised and managed structure of QA team, facilitating continuous project engagement.

• Manages moderation accuracy governance for key projects across multiple BPO sites through train the trainer (TTT) arrangement and weekly calibrations.

• Project management through liaising with different internal stakeholders such as model solution, large language model, decision assurance, etc, to be supported by the QAs - ensured high accuracy in modeling precision through quality input of analysis from the team

• Implemented continuous improvement initiatives within the QA team to elevate performance levels consistently across projects over time.

• Team performance management through regular 1:1 sessions; provide coaching to team members using the GOAL and SMART methodologies and fostered a culture of continuous improvement

• Collaborate with vendor managers in ensuring seamless operations from the BPO teams; involvement in WBR, QBR and so forth to drive performance

• Hiring of new personnel

• Close collaboration and stakeholder management of cross-functional teams

• Dual role of managing QA and coaching

• Oversee QA a luxury project with 3 maisons (line of businesses, LOB)

• Global coaching POC for all projects across 18 countries

• Defined the best coaching methodologies to be adopted globally in driving performance - focusing on GROW and SMART models

• Rolled out the coaching certification to all Team Leaders (TL) within Singapore and in parallel with Philippines

• Weekly and monthly monitoring of coaching utilization using internal dashboard across all TLs from 18 countries - drive coaching utilization to be close to 100%

• Functioning as the ops manager - oversee and direct the entire operation of the luxury project to meet KPIs (PUR, AHT, SLA, volume, sales and so forth) across 4 lines of business;
• Winner of the Gold Award for Best Outsourced Contact Centre (above 100 seats) at the Contact Centre Association of Singapore (CCAS) event
• Single-handedly managed a team of 18 advisors of various nationalities (Korea, Singapore, Hong Kong, Australia, Malaysia, and Thailand) without any team lead - delivered trust to team members for them to open up & resolved several ongoing internal issues which surfaced previously
• Performance management across team members and regularly engaged with team in ensuring high level of motivation; delivery of annual performance appraisal
• Covering 7 luxury brands across 9 markets (Australia, New Zealand, Malaysia, Singapore, Hong Kong, Macao, Taiwan, Korea, and Thailand)

• Participate in meetings with 7 different brand stakeholders; lead and support the UAT sessions to ensure successful store redirections to the customer service line - collaborated with IT team to successfully establish 11 store redirections across AU, NZ, TH, SG and MY markets
• Handling of complex escalated issues with good research skills and attention to details to manage upset customers' expectations, particularly for delayed delivery and repair cases
• Uphold quality interactions through regular transactional survey monitoring and continuous coaching of team members on optimal approaches - improved email and chat response rate by ~2% and sales by ~25% over 3 months and maintaining thereafter
• Ad hoc issues management (Odigo telephony system, Salesforce, Powerfront chats, and other CRM) - extracting samples to be shared, conducting root cause analysis and work closely with internal, external and HQ team for resolution
• Led MBR, QBR and ABR - provided insights on highlights and lowlights along with relevant action plans
• Spearheading the dynamic quality monitoring/management QM program with another colleague from Serbia to drive quality through audits across 9 customer segments and more newly acquired ones
• Communicating with global team in meetings regarding the rollout of the QM program whenever Clarivate acquires a new product
• Collaborated with cross-functional partners (L&D and Business Analyst) to establish the global QM program in terms of the metrics, definition, and scoring and presented to internal stakeholders for approval
• Continuous improvement for the QM program and sharing of the updates to the managers and agents
• Walking through newly acquired products and team members for the QM program as well as adjusting to the nuances across different customer segments
• Leading the calibration sessions with managers biweekly and monthly with Leadership team for alignment and continuous improvement within
• Conducting daily audits and distribution of the audit cases to the product managers in identification of gaps and sharing of constructive feedbacks to drive customer delights
• Participation in monthly meetings with internal stakeholders across 9 customer segments whenever QM insights is necessary

• Gaming campaign
• Managing a team of 12 agents by driving performance in line with CSAT & CPH goals
• Performs daily, weekly & monthly data analysis as well as report formulation to track team's performance
• Partakes in weekly internal support meeting for in-depth brainstorming on highlights & lowlights
• Conducts daily coaching session to drive individual and team progression via remedy of errors, motivation, sharing of best practices based on the individual needs & personalities
• Manages scheduling for agents, leave application approval, & allowances/incentives to best suit operational needs

• TQA with primary focus on QA role - Travel campaign

Knowledge-based training for new hires or when deemed necessary on

refresher training

• Performs auditing and documentation of gaps within processes for continuous

improvement within 3 lines of business (LOB)- calls, emails, and chats

• Providing coaching feedbacks for agents to improve on identified gaps

Ensuring quality of calls, emails & chats to be aligned with company/client

policies as well as having high communication standards

• Delivering daily, weekly, and monthly QA audits per the service level target set

by the client- 12 audits daily

• Conduct effective coaching to the agents on high-level errors committed and

attend to hourly escalation due to lack of support staff

• Facilitate and partake in internal calibration weekly and a global calibration

biweekly

• Weekly business report (WBR) and monthly business report (MBR)

presentation with the client to keep both sides abreast in terms of crucial

updates- primarily focusing on lowlights and highlights

• Prepare reports in charts or graphical format using Six Sigma practice

Sharing key points on outliers to Team Leads for further action plan to be

carried out from their end

• Data-centric and sensitive to details to capture the flaws committed, be it

minor or major to maintain a high level in terms of KPI delivery for the clients.

• Handling and checking of incoming stock arrival by various suppliers

• Updating stock counts daily and proceeding with stock order whenever

necessary after price comparison from various suppliers (utilizing SQL)

• Helping with financial account updates whenever required

• Delegation of work tasks to around 10 employees for miscellaneous work tasks

as deemed necessary throughout the day

• Servicing customer calls or walk-in customers.