Transforming Quality Assurance into Actionable Intelligence

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Explore the theme of quality transformation through my role as a QA Specialist at DHL Malaysia. Witnessing meaningful change, I transitioned from merely scoring to driving process improvements, effectively managing a vast scope of 140 advisors and 420 evaluations. Tackling challenges like evaluator consistency, we innovated by shifting from scoring to deriving actionable insights in collaboration with supervisors. These efforts led to improved QM scores and a significant reduction in...