Quality Assurance & Compliance Retail Associate

• Perform on-site quality assurance reviews and audit assessments at the Retail Centres & outlets nationwide.
• Provide review observation and findings to front liners, Team Leads and Management Team.
• Conduct appropriate coaching and feedback as well as training sessions to Front-liners, Team Leads based on the areas of improvement identified from the quality assurance and audit reviews/ monitoring.
• Prepare & review performance report and conduct forums to communicate performance trending and areas of improvement to respective stakeholders.
• Transform all review observation findings into process improvement opportunities to improve compliance standards, frontline & customer experience.
• Conduct front-liners’ readiness level pre and post any product or service launches.
• Perform Mystery Shopping, Customer Journey Assessment, VoCs to identify gaps and recommend improvisation

Job Requirements:

• Education: Minimum Bachelor’s Degree in a relevant field.
• Experience: Candidates with prior experience are preferred; however, fresh graduates with a relevant background are encouraged to apply.
• Industry Background: Experience in the telecommunications (Telco) industry is preferred, but candidates from related industries will also be considered.
• Travel: This role involves travel. All travel and meal expenses incurred during work-related travel are claimable.