Weng Kin Law

Team Management

• Led a team of 27 employees across the APAC (KL, ID, JP, KR, TH, PH & VN) region, consistently achieving productivity and accuracy targets in line with AI model training projects & TikTok search engine projects.
• Successfully established new team structures, implemented regional operational processes, and ensured compliance with APAC-specific legal and operational standards.
• Collaborated with cross-functional teams to drive strategic initiatives, including policy compliance, training development, and stakeholder communication.
• Managed key performance metrics, including productivity, accuracy, and Utilization Rate (UR), using tools such as TCS, DataPower, and ROCK for data monitoring and reporting.
• Achieving outstanding productivity performance, increasing efficiency by 30%, and maintaining accuracy levels consistently above 98% in AI model training projects & TikTok search engine projects.
• Delivered ongoing coaching and performance evaluations, leading to a significant increase in team productivity from 200% to 222% and improved Utilization Rate (UR) from 76% to 79%.
• Involved in the monthly KPI calculation and execution using tools such as TCS, DataPower, ROCK & Microsoft Excel.

Department Set up

• Successfully established the Quality Assurance department for the APAC region, including developing and implementing QA scorecards, metrics, and processes that ensured consistent high performance in quality metrics.
• Recruited, trained, and onboarded a regional team of quality analysts, achieving quality performance of 98% in AI model training projects & TikTok search engine projects.
• Conducted regular performance evaluations, coaching, and mentorship sessions, resulting in continuous improvement in both quality and productivity metrics for the team.
• Led regional calibration sessions with in-house and BPO QAs, ensuring consistent audit results and alignment across all sites.

Project Management

• Led and managed projects from planning to completion, ensuring they met business objectives and were delivered on time and within budget.
• Acted as the primary point of contact for resolving complex issues, ensuring timely resolution to maintain project timelines and stakeholder satisfaction.
• Collaborated with cross-functional teams and stakeholders to identify project requirements, scope, and deliverables.
• Conducted regular performance evaluations and implemented performance improvement plans to enhance team capabilities.
• Coordinate and lead cross-functional teams involved in AI model training projects.
• Monitor project progress and ensure adherence to timelines.
• Communicate project status, updates, and key milestones to stakeholders.
• Collaborate with stakeholders to optimize AI model & TikTok Search engine performance.

• Evaluate DSAT (poor survey) feedback from customers and determine validity.
• Audit agent performance based on client-defined QA Scorecards and metrics.
• Monitor emails, chats, and voice interactions to ensure compliance with SOPs.
• Conduct coaching sessions using structured methods (e.g., sandwich method) to improve agent QA scores.
• Perform Root Cause Analysis (RCA) on DSAT feedback and audit findings.
• Develop action plans (quizzes, live monitoring, role plays) to address agent errors and improve CSAT and quality metrics.
• Generate daily, weekly, and monthly reports; collaborate with QA and Training & Quality leadership.
• Participate in weekly operational team meetings to discuss agent performance and improvement plans.
• Facilitate weekly calibration sessions with in-house and BPO Quality Analysts.
• Act as Person-In-Charge (PIC) for the Chat Team, making decisions and leading team meetings.
• Train newly onboarded Quality Analysts on QA processes, scorecards, metrics, and policies.

• Conduct call monitoring to ensure agents adhere to established SOPs and maintain quality standards across customer interactions.
• Lead coaching sessions aimed at improving agent performance, addressing specific areas of concern, and minimizing recurring errors.
• Coordinate call calibration sessions with Managers, Team Leaders, and agents to align on quality standards and improve consistency in evaluations.
• Deliver QA training for newly onboarded customer service agents, ensuring they are fully equipped to meet company standards.
• Prepare quizzes to assess agents' knowledge and comprehension of SOPs, products, and processes.
• Provide backup SOP training as necessary, reinforcing key policies and procedures.
• Facilitate role-play sessions to simulate real customer interactions, enhancing agents’ communication and problem-solving skills.
• Administer call test sessions to evaluate agent readiness before they handle live customer interactions.
• Conduct briefing sessions to keep agents updated on new products, features, and any changes to company policies.
• Conduct Mandarin proficiency interviews for potential candidates to assess language skills and suitability for roles requiring Mandarin fluency.
• Generate weekly and monthly reports, collaborating with managers and department heads to present findings, track performance, and recommend improvements.
• Perform pre-checks for live shows, ensuring all schedules, concept sheets, and Q&A content are accurate and complete.

• Conduct Comprehensive Call Monitoring: Perform detailed evaluations of sales calls to ensure strict adherence to established scripted guidelines and communication standards.
• Provide Constructive Feedback: Deliver targeted feedback to telemarketers on their phone handling skills, focusing on specific criteria to enhance communication effectiveness and customer engagement.
• Collaborate for Improvement: Work closely with Team Leaders to develop and implement action plans for telemarketers identified as needing improvement, fostering continuous skill development.
• Strategize to Reduce Recovery Rates: Partner with Team Leaders to strategize and reduce recovery rates, aiming to improve overall team performance and call success metrics.
• Generate Reports & Liaise with Management: Prepare detailed weekly and monthly reports, effectively communicating findings to managers and the Head of the Unit, while proposing actionable strategies for performance enhancement.

• Conducted outbound calls to a list of prospects, generating new business leads and converting inquiries into sales.
• Consistently achieved and exceeded monthly sales quotas, contributing to company revenue growth.
• Engaged with potential customers by presenting product offerings, explaining benefits, and answering queries.
• Managed a high volume of outbound calls daily while maintaining call quality and client satisfaction.
• Utilized CRM software to track leads, document call outcomes, and update customer information.
• Implemented effective sales techniques to handle objections and close sales.
• Provided accurate and timely feedback to the sales team and management regarding customer needs and concerns.