Job Description
Position
As the APAC Regional Customer Service Centre (RCSC) Service Excellence Specialist for Performance and Development, you will oversee and improve quality, safety, and workforce performance across the hub, based in Kuala Lumpur.
Responsibilities
- Lead Quality Governance: Drive strategic execution of quality management practices across the region, ensuring alignment with global standards and local regulatory requirements.
- Oversee Post‑Market Compliance: Ensure timely and accurate documentation of customer complaints and safety‑related cases, serving as the primary point of contact for quality and safety officers across APAC affiliates.
- Architect Workforce Performance: Use data‑driven forecasting and real‑time monitoring to optimize hub productivity and talent availability.
- Build Future‑Ready Capabilities: Lead onboarding and continuous training of technical support teams, fostering a culture of continual learning. ...