Open to opportunities

Sugeeta Supparamaniam

@sugeetasupparamaniam

Message

Quality Assurance specialist delivering compliant call quality and measurable improvement.

Malaysia

Message

What I'm looking for

I’m looking for a Quality Assurance position aligned with my experience—where I can monitor and calibrate call quality, coach teams, report measurable improvements, and help strengthen compliance and continual improvement through clear processes and communication.

I am a Quality Assurance Specialist with 12 years of experience ensuring teams follow standards, maintain product brand integrity, and improve call quality through data-driven monitoring. I report to quality leadership, prepare weekly and MTD reporting, and support audits, escalation handling, and continual improvement across operations.

In my QA roles (Chubb Insurance, VADS Berhad, and SRG Asia Pacific), I manage, mentor, and train staff on QA policies, procedures, and regulatory compliance requirements. I run calibration and call calibration sessions, handle monthly call audit segregation, coordinate disputes escalation, and coach agents weekly based on performance results; I also guide QA specialists in evaluations and feedback.

I enjoy tackling problems until the solution works—no excuses, only progress. Alongside my QA career, I completed a Teaching practicum where I designed CEFR-aligned lesson plans for Year 3 English, assessed learner progress using formative and summative evaluations, and created engaging activities with modern learning strategies and multimedia tools.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Officer

Current

Chubb Insurance Berhad

Feb 2019 - Present (7 years 1 month)

Ensures call center staff follow company standards and maintain insurance product brand integrity. Leads QA monitoring activities including audits, weekly/monthly reporting, calibration, dispute escalation, agent coaching, and training on QA policies and procedures.

Call QA Auditing Regulatory Compliance Continuous Improvement Coaching And Training

Teaching Practicum (ENL)

Sk Bukit Tinggi

May 2025 - Aug 2025 (3 months)

Delivered CEFR-aligned English lessons for Year 3 students by planning activities across listening, speaking, reading, and writing. Developed lesson materials, assessed student progress with formative and summative evaluations, and collaborated with mentor teachers to improve classroom management.

Lesson planning HOTS Activities

Quality Assurance Executive

Vads Berhad

Dec 2014 - Jan 2019 (4 years 1 month)

Monitored insurance call quality to ensure adherence to client standards and maintain product brand integrity. Managed and trained QA teams, coordinated calibration, participated in listening programs, reviewed documentation and change control, and ran weekly improvement meetings and agent coaching.

Call Calibration Change Control Continuous Improvement Document Review

Quality Assurance Specialist

SRG Asia Pacific Sdn. Bhd.

Jan 2013 - Nov 2014 (1 year 10 months)

Handled QA monitoring for Maxis telecommunications project calls while also taking on insurance project responsibilities. Served as a QA interface to other departments, supported training and briefing for new campaigns, and performed data and document audits to ensure application integrity and accuracy.

Insurance QA Exposure Briefings Data Auditing Continuous Improvement

Telemarketer Specialist

SRG Asia Pacific Sdn. Bhd.

Jan 2012 - Jan 2013 (1 year)

Conducted outbound calls to offer Maxis broadband packages and later handled SME subject-matter expert offerings across multiple campaigns. Focused on meeting call quality and product knowledge expectations while using systems to capture customer information accurately.

Outbound Calling Product Knowledge Telecommunication Sales Skills SME Offer Handling