Open to opportunities

Khoirunnisak Md Zin

@khoirunnisakmdzin

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E‑commerce and quality assurance professional specializing in operations and logistics.

Malaysia

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What I'm looking for

I am seeking a role where I can apply QA and e‑commerce project experience to improve operational quality, drive process optimizations, mentor teams, and expand responsibilities in logistics or compliance.

I am an e‑commerce project and quality assurance professional with a Bachelor in International Business Management and five years of hands‑on experience across customer service, chatbot QA, and logistics operations. I bring practical knowledge in export/import documentation, customs clearance, and supply chain processes.

My recent roles include leading QA activities at Bytedance and Transcosmos, where I conducted daily audits, produced detailed performance reports, communicated policy updates, and implemented performance optimizations. I have also designed test cases for chatbot systems, managed KYC/CDD first screening, and trained and coached agents to improve service quality.

I combine technical skills in project management, dataset/chatbot analysis, and basic web/database technologies with strengths in communication, critical thinking, and attention to detail to deliver measurable improvements in process quality and operational efficiency.

Experience

Work history, roles, and key accomplishments

Quality Assurance Specialist

Bytedance

Mar 2025 - Oct 2025 (7 months)

Led stakeholder meetings and daily audits to ensure adherence to quality standards, delivered performance reports and implemented improvements that increased operational compliance and onboarding effectiveness.

Quality Assurance Auditing Stakeholder Management & Compliance performance reporting Onboarding Process Improvement Data Analysis

Quality Assurance Contact Center

Transcosmos Sdn Bhd

Jul 2024 - Feb 2025 (7 months)

Scrubbed operational data and created action plans to meet team goals, coached agents on communication and product knowledge, and produced quality reports to inform management decisions for the special T2 team.

Quality Assurance Coaching Reporting Customer Experience

Chatbot QA Specialist

Transcosmos Sdn Bhd

Mar 2023 - Jul 2024 (1 year 4 months)

Designed and executed comprehensive chatbot test cases, analyzed dialogue flows to improve UX, and conducted first-line KYC/CDD screenings to ensure accurate automation and compliance.

KYC QA Processes

Customer Service Specialist

Transcosmos Sdn Bhd

Aug 2021 - Mar 2023 (1 year 7 months)

Handled high-profile inbound/outbound cases to meet KPIs, performed first-screen fraud and KYC/CDD checks, trained new hires on SOPs and provided feedback for process improvements.

Customer Service KYC Dispute Resolution Training SOP Development KPIs Client Communication

Assistant Branch Manager

99 Speedmart Sdn Bhd

Mar 2020 - Jul 2021 (1 year 4 months)

Managed staff, payroll, inventory and daily store operations while ensuring workplace ergonomics and SOP compliance to maintain efficient branch performance.

retail management Inventory Control Payroll Staff Supervision Operations Management Health & Safety

Intern, Hydrocarbon Management

Petronas

Oct 2019 - Feb 2020 (4 months)

Conducted SRC reconciliation and procured gas sources to maximize ROI, and prepared bill of lading and customs documentation to ensure compliance with international import/export regulations.

Reconciliations Procurement Bill Of Lading Customs Documents ROI Analysis Supply Chain

Unit Trust Operations Officer

Permodalan Nasional Berhad

Dec 2014 - Apr 2015 (4 months)

Screened beneficiary claims to prevent fraud, managed will-related processes per owner instructions, and coordinated with law enforcement for legal procedures.

Claims Screening Fraud Prevention Documentation & Compliance Operations

Education

Degrees, certifications, and relevant coursework

School of International Studies

Bachelor in International Business Management with Honours, International Business Management

Graduated with a Bachelor in International Business Management with Honours, specializing in International Business Management and logistics; passed CILT test in Logistics and Transportation.