SHALINI KUMARI
QUALITY ASSURANCE SPECIALIST
Summary
Detail-oriented professional with exceptional communication and project management skills, adept at navigating fast-paced environments while managing multiple tasks. Proven track record of proactively identifying and addressing issues, with a strong focus on optimizing processes to enhance team performance. Recognized for a collaborative approach that supports team objectives and drives successful project outcomes. Committed to delivering high-quality results through strategic planning and meticulous execution.
Overview
13
13
years of professional experience
Work History
Service Quality Executive / Trainer
C&W Services (S) Pte. Ltd
Singapore
05.2024 - 06.2025
- Designed and delivered comprehensive training programs for contact center agents on SMRT customer support procedures, improving compliance with service standards.
- Audited service incidents, customer emails, and voice logs to identify quality gaps and ensure alignment with KPIs and operational benchmarks.
- Provided real-time feedback and conducted structured coaching sessions, resulting in a 15% improvement in overall agent performance metrics.
- Led mock call evaluations and readiness assessments for new hires to ensure training effectiveness and operational preparedness.
- Updated and maintained the internal knowledge base and SOPs to enhance service consistency across all team members.
- Collaborated with operations and contact centre leadership to implement process improvements for team.
- Coordinated internal training programs on quality-related topics, enhancing employee knowledge and skills.
Quality Assurance Executive
AS White Global SDN BHD
Kuala Lumpur
06.2020 - 04.2024
- Reviewed and evaluated case manager and stakeholder interactions against defined service quality standards to ensure compliance and performance consistency.
- Coached junior team members through peer reviews, providing actionable feedback based on key performance attributes.
- Prepared detailed weekly and monthly quality assurance reports for multiple business units highlighting on trends, gaps and opportunities for service improvement.
- Facilitated external calibration sessions to review random call interactions on a monthly rotation aligning quality standards across teams.
- Organized and managed team engagement initiatives, including virtual activities and in-person gatherings to enhance team collaboration and morale.
- Redesigned and implemented evaluation form for new business unit as part of Continuous Improvement project, enhancing accuracy and consistency in performance assessments.
Claims Processor
AS White Global SDN BHD
Kuala Lumpur
10.2019 - 06.2020
- Processed injured worker claims and coordinated disbursements to vendors and claimants based on verified invoices and receipts.
- Utilized specialized software to process incoming claims, enter data and generate reports.
- Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
Admin Cum Personal Assistant
Sammi Kum Wealth Management Agency
Damansara Utama
05.2019 - 10.2019
- Coordinated and monitored client insurance policy renewals, ensuring timely updates and compliance with renewal processes.
- Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
- Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.
- Monitored expenses closely, maintaining an organized filing system for easy access to financial records.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
HR Intern
GroupM Malaysia
Kuala Lumpur
07.2017 - 09.2017
- Supported recruitment for the Media Master programme by souring and shortlisting candidates.
- Screened potential interns and provided detailed feedback to hiring manager to aid selection decision.
- Assisted the Talent Manager in planning and coordinating internal company events.
Junior Officer
iCIMB Malaysia
Kuala Lumpur
12.2015 - 07.2016
- Processed legal disbursement payments in compliance with company policies by verifying solicitor submitted documents through digital systems.
Junior Clerk/Data Entry
AEON Credit Services Malaysia
11.2014 - 11.2015
- Entered and updated new membership details fir AEON Big Membership cards, ensuring data accuracy in the system.
- Processed and maintained client information for AEON hire purchase loans, supporting accurate and up to date records management.
Customer Surveyor
TM Survey
Kuala Lumpur
06.2013 - 12.2013
- Conducted customer satisfaction surveys through outbound calls to home and business clients, gathering feedback to improve service quality.
- Developed strong relationships with clients through consistent communication and timely delivery of results.
Customer Service Executive
Scicom MSC SDN BHD
Kuala Lumpur
01.2012 - 12.2012
- Handled inbound and outbound customer calls regarding order placement and deliver inquiries, ensuring timely resolution of requests.
- Created and escalated service tickets for customer complaints to the appropriate departments improving response efficiency.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
Education
Bachelor of Arts - Business Management
Asia Pacific University of Technology & Innovation (APU)
Kuala Lumpur 04.2001 -
Diploma - Business Administration
SEGi College Kuala Lumpur
Kuala Lumpur 04.2001 -
Skills
Team leadership
Quality improvements
Problem-solving skills
Customer relationship management
Team training and development
Analytical skills
Interpersonal skills
Time management skills
Canva editing tool skills
Microsoft Office skills
Timeline
Service Quality Executive / Trainer
C&W Services (S) Pte. Ltd
05.2024 - 06.2025
Quality Assurance Executive
AS White Global SDN BHD
06.2020 - 04.2024
Claims Processor
AS White Global SDN BHD
10.2019 - 06.2020
Admin Cum Personal Assistant
Sammi Kum Wealth Management Agency
05.2019 - 10.2019
HR Intern
GroupM Malaysia
07.2017 - 09.2017
Junior Officer
iCIMB Malaysia
12.2015 - 07.2016
Junior Clerk/Data Entry
AEON Credit Services Malaysia
11.2014 - 11.2015
Customer Surveyor
TM Survey
06.2013 - 12.2013
Customer Service Executive
Scicom MSC SDN BHD
01.2012 - 12.2012
Bachelor of Arts - Business Management
Asia Pacific University of Technology & Innovation (APU)
04.2001 -
Diploma - Business Administration
SEGi College Kuala Lumpur
04.2001 -