Sanjay Kohilen
Kuala Lumpur
Summary
Experienced subject matter expert specializing in quality analysis, adept at identifying and resolving process inefficiencies to elevate quality standards. Strong analytical thinking and problem-solving abilities demonstrated through collaborative teamwork and meticulous attention to detail.
Overview
10
10
years of professional experience
Work History
Quality Analyst
Bytedance
2020.06 - Current
- Facilitated training sessions on quality management principles for moderators, promoting a culture of excellence.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or policy misalignments.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Collaborated with cross-functional teams to identify root causes of agent errors and recommend corrective actions.
- Led audits of quality control systems, ensuring adherence to regulatory requirements and internal policies.
Subject Matter Expert
Concentrix
2019.12 - 2020.05
- Moderating job posts before published on the particular website according to the policies and guidelines.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Developed comprehensive documentation and resources to support operational efficiency across departments.
- Collaborated with quality teams to identify gaps in processes and recommend innovative solutions.
Sales Associate (AU Market)
Indeed.com
2018.04 - 2019.12
- Handle outbound calls (AU market) on Indeed’s products, technologies, programs, policies and services to potential business company leads.
- Represent Indeed appropriately to all customer segments and partners.
- Build rapport with customers to understand their business needs and offer Indeed solutions that are the best fit and provide them with next steps for the sales process.
Customer Service Agent (Grab Project)
Quess Global Sdn.Bhd
2017.01 - 2017.12
- Answering inbound calls from Grab passengers and drivers
- Explain the types of services provided by Grab to the customers such as promotional codes and rewards
- Solving issues faced by both parties regarding the mobile applications and other related matters
Customer Care Agent (Hotlink prepaid)
SRG Asia Pacific
2016.01 - 2016.12
- Respond to customer’s inquiries and complaints regarding Hotlink Prepaid services.
- Promote better Internet packages and other Hotlink services to customers.
Survey Officer
Ipsos Sdn.Bhd
2015.04 - 2015.12
- Contact customers according to the database given and get their feedback on certain services such as banking, car showroom and insurance.
- Key in customer’s information and their feedback in the system provided.
Education
SPM -
SMK Taman Desa
MalaysiaSkills
- CRM Software
- Training material development
- Root Cause Analysis (RCA)
- Policy Interpretation & Compliance Monitoring
- Dashboard Monitoring & Reporting
- Quality Assurance & Auditing
- Project management
Languages
English
Advanced (C1)
Malay
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
References
Mr Quincy - Team Leader
Bytedance
016-9090900
Timeline
Quality Analyst
Bytedance
2020.06 - Current
Subject Matter Expert
Concentrix
2019.12 - 2020.05
Sales Associate (AU Market)
Indeed.com
2018.04 - 2019.12
Customer Service Agent (Grab Project)
Quess Global Sdn.Bhd
2017.01 - 2017.12
Customer Care Agent (Hotlink prepaid)
SRG Asia Pacific
2016.01 - 2016.12
Survey Officer
Ipsos Sdn.Bhd
2015.04 - 2015.12
SPM -
SMK Taman Desa