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Quality Tracking Executive
2 weeks ago
Position Title
- Quality Tracking Executive
Reports To
- Manager, Customer Engagement & Insights
Role Purpose
- Responsible to assist Manager and Senior Executive to perform analysis and reporting on CSI and NPS for MAG businesses. The aims are to minimize the repeated breakages, address the root cause, and improve the customer experience.
Key Accountability
- Analyse, monitor, and track Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) performances for every touchpoint across MAG Businesses. Collaborate with the respective BUs to mitigate and find the root cause to close the gap.
- Responsible for all management reporting for customer experience, deliver data driven Insights to improve performance and reduce costs. (i.e. Customer Satisfaction Index (CSI), Net Promoter Score (NPS) and voice of customers)
- Identify areas for improvement using quantitate and qualitative data to create effective concepts, solutions, strategies for continuous improvement working with MAG business units.
- Coordinate customer engagement activities within MAG and with external customers i.e. advocacy programme, focus group, mystery shopper, corporate events, adhoc surveys etc.
- Conduct a consistent quality check on outsourced vendors and evaluating required continuous innovation in the work process and implementing the latest Service Quality / Customer Experience Survey analysis / reporting trends
Qualification
- Degree in any related field in Management or Service Industry i.e., Aviation Management, Actuarial Science, Statistic, or Business Management
- Diploma in any related field in Management or Service Industry i.e., Aviation Management, Actuarial Science, Statistic, or Business Management
Special / Professional Certificate
- Data Analytics
- Market Research
- Auditing, Aviation Auditor
- Root Cause Analysis (RCA)
Years of Experience
- 02 Years (for Degree holder)
- 04 Years (for Diploma holder)
Areas of Experience :
Extensive experience in gathering and interpreting customer experience information and project management is a bonus.
Personality Traits
- Ability to work under pressure, highly independent, self-motivated, meticulous, and high sense of responsibility.
- Agile, flexible, and tenacious and ability to work in a dynamic fluid environment.
- Analytical mindset with the ability to interpret data and identify trends and opportunities.
- Excellent communication skills, both verbal and written in English & Bahasa Malaysia.
- Must have strong leadership quality and interpersonal skills. Pleasant personality.
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