Maria Ulfah Mohammad

Quality Assurance Specialist at PT Shopee Indonesia

Evaluated backend interactions (call, email, chat) and delivered actionable feedback. Prepared weekly and monthly performance reports for management review. Conducted training on product knowledge and process workflows.

Real Time Floor Manager at PT Shopee Indonesia

Managed real-time contact center performance, adherence, and staffing adjustments. Delivered operational performance reports and workforce recommendations.

Customer Service Representative – English / Malay Inbound Call at PT Shopee Indonesia

Provided technical support for internet services with high customer satisfaction.

Quality Assurance Specialist at PT VADS Indonesia

Evaluated backend interactions (call, email, chat) and delivered actionable feedback. Prepared weekly and monthly performance reports for management review. Conducted training on product knowledge and process workflows.

Customer Service Representative – English / Malay Inbound Call at PT VADS Indonesia

Provided inbound customer support for internet services; resolved queries and delivered solutions.

Real Time Floor Management at PT VADS Indonesia

Managed real-time contact center performance, adherence, and staffing adjustments; delivered operational performance reports and workforce recommendations.

Quality Assurance Specialist at PT VADS Indonesia

Evaluated backend interactions (call, email, chat) and delivered actionable feedback; prepared weekly and monthly performance reports; conducted training on product knowledge and process workflows.

Associate – Data Annotator at PT Shopee Indonesia

Lead data validation and annotation activities to ensure quality, accuracy, and alignment with business objectives. Manage task prioritization, workload distribution, and regional ETAs. Improve team performance through KPI tracking, structured coaching, and targeted feedback.

Junior Associate – Quality Assurance Specialist at PT Shopee Indonesia

Monitored QA performance and productivity to consistently achieve KPI targets. Led end-to-end QA processes, coaching, and calibration sessions with Operations. Drove quality consistency through best-practice sharing and scoring alignment.

Junior Associate – Data Analyst at PT Shopee Indonesia

Transformed raw QA data into structured KPIs and performance dashboards. Analyzed trends to identify quality and productivity improvement opportunities. Coordinated QA workload allocation to optimize team efficiency.