It has been one year I've been working as a QAS (Quality Assurance Specialist) and been taking care of an e-mail team, also known as ACG. Before I became a QAS, I was an agent for ACG team, so I know how things works. Replying to customer's e-mails is consider nice, coz you have more time for you to think of a good constructive and reasonable words when replying the e-mails. However, the only bad point for the ACG team is, IT WAS NOT ALL ABOUT COPY-PASTE TEMPLATES..and seriously..most of the members did the copy-pasting (as if I really don't know). Yeah..as I've been stress the same thing like 'nenek' to my former members on replying the e-mails based on the customer's issue, refraining them from copy-pasting without checking the e-mails and amend them as if they construct the words on their own, however, worse still happen to some of them. Recently, looking back at the audits, I somehow find it super ridiculous on reason why the amount became higher than before, and seeing the errors done by my members, most of them contributed the penalisation that cost RM10 per case just because of i) Incomplete Information ii) Inaccurate Information and last but not least iii) Redundant Information. It's all about INFORMATIONS. How could they do such a mistake, especially when it's on e-mail. It's black and white documented stuff, my dear. Anything happen, it can end up in the court.
Anyway, this month with effect, all of us were swapped with each other's job, so I'll be handling Inbound Level 1 department. The good thing is, it's a new challenge for me to hands on. Now, here's the bad thing. As I mentioned before, I have been handling the ACG teams for 1 year, and putting a hope on me to really do the thang on this department with finger snap is definitely crazy. Well, just ask my collegues.
This morning when I stepped into the office, I have already felt the tense to start working on my new thang. For the whole morning, all I've been doing is just trying to get familiarize with the calls and the findings. Tough. And hey...ask my collegues, I've been whining for whole morning when I'm doing the findings on the agent's calls, and they thought that I may have wrong switch in my brain.
After lunch, I continue again, of which am trying again, and it was so hard to concentrate on familiarizing it thang. My ex supervisor texted me, told me that she heard that I'm doing the inbound team, and she trust that I could do it..just relax and calm down.. Well, I am (I hope)....Apparently not during that time though..
Next thing I need to do is to do survey, of which I need to call customers. Searching thru the database to get customer's contact and been trying to call from one specific time to another, and all I get is either engage, no one picked up the phone call, voice message or the fax machine tone. Today is really really not my day. What a really big headache day for me.
