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Mohd Ezzatfitry Yasril

Mohd Ezzatfitry Yasril

Quality Assurance Analyst

Customer Service / Support

Cheras, Selangor

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About Mohd Ezzatfitry Yasril:

Graduated MBA and a bachelor degree holder in E-Business Technology & Management. Holds an experience of 1.3 years in BPO for customer service as an agent, Subject Matter Expert & Quality Assurance Analyst. Expecting to learn new knowledge/skills in any new industry to broadening my knowledge and skill in applying today’s knowledge towards tomorrow’s goal. Gaining new experience would drive my MBA knowledge efficiently and effectively in today’s ERA.  

Experience

Quality Assurance (Total = 1.3 years)
Prepare Weekly reports (QA report, DSAT report, Business Review report)

- Main POC with client for Quality Assurance team & executed interview sessions for QA’s 

- Perform QA audits, scrubbing, QA Talk, WBR, cascade policy updates, manage escalations & manage the workflow of QA team

Collaborating with Operations & L&D to provide insights based on weekly performance 

- Perform audits & scrubbing (analysis) daily to ensure performance are up to standard requirement as well as provide training & coaching sessions 

- Involved in SOP development (flow & creation) to eliminate gap in daily procedure.

 

 

Education

MASTER OF BUSINESS ADMINISTRATION(GENERAL MANAGEMENT)

- In Putra Business School PBS - Majoring in General Management, in the same time diversed into Strategic Human Resource Management, Human Resource Development, Consumer Behavior, Marketing and Business Finance - Research Paper : Responsibility Feelings, Environmental Values, Environmental Knowledge and Green Consumer Purchase Intention of Automobile in Klang Valley - CGPA = 3.531 GPA = 3.75

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