Quality Assurance & Compliance Retail Associate

-Perform on-site quality assurance reviews and audit assessments at the Retail Centres & Maxis Exclusive Partners (MEPS) 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, Head of Maxis Centre (HOMCs), Executive of Maxis Centre (EOMCs) 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
-Assists with NPS & FCR deep dives for CX team to identify detractor reasons for all retail
-QA NRT trainer for Retail