At Startek Malaysia & Australia, I owned and led enterprise Quality strategy across Malaysia and Australia, driving 15–25% improvement in CSAT and reducing AHT by 10–20% across key accounts. I also directed quality governance across industries, improving performance consistency and reducing compliance gaps.
I led Six Sigma (DMAIC) and Lean Six Sigma improvement initiatives, and defined L&D strategy and a blended learning ecosystem to strengthen operational performance and capability. My work also included client performance governance and managing multi-million RM budgets while optimizing costs.
