Assistant Manager / Manager, Quality Assurance

Samsung SDS Asia Pacific Pte Ltd; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

Samsung SDS Asia Pacific Pte Ltd is seeking a QA Lead to steer the daily operations of the Quality Assurance team in Kuala Lumpur. You will allocate resources, monitor performance, and drive quality initiatives across QA, governance, and service quality initiatives.

The role requires 5+ years of QA leadership, hands-on manual and automated testing, and strong reporting with MS Excel and Power BI. Client-facing experience is essential for stakeholder collaboration and continuous improvement.

Qualifications

• Bachelor Degree preferably in technology related discipline such as Computer Science or Information System
• Proven experiences as QA Lead, with at least 5 years of experience in related field
• Strong hands on experience in manual and automated testing
• Client facing experience is required
• Advanced skills in MS excel and Power BI to write complex queries, analyze large set of data and provide insights info report

Responsibilities

• Lead and manage the daily operations of the Quality Assurance team.
• Allocate tasks and resources to ensure quality reviews, audits, and operational activities are completed within agreed timelines.
• Monitor team performance and ensure adherence to quality standards, operational procedures, and service level expectations.
• Provide coaching, guidance, and support to team members to enhance their professional development and technical competencies.
• Conduct regular performance reviews, feedback sessions, and development planning for team members.
• Identify training needs and coordinate knowledge-sharing initiatives to strengthen team capabilities.
• Ensure adequate team coverage to support daily operational requirements and business priorities.
• Foster a culture of accountability, collaboration, continuous improvement, and quality excellence within the team.
• Review and approve quality assessment outcomes, audit findings, and recommendations prepared by team members.
• Serve as the primary escalation point for quality-related issues raised by the QA team.
• Establish and maintain quality standards, procedures, and governance practices.
• Review operational activities, system configurations, and production changes to ensure compliance with approved requirements and organizational standards.
• Conduct quality reviews and audits to identify gaps, risks, and improvement opportunities.
• Ensure all teams adhere to approved SOPs and internal controls.
• Promote a culture of quality, accountability, and continuous improvement.
• Monitor service performance against SLAs.
• Review SLA performance and identify areas requiring corrective action.
• Investigate SLA breaches and recommend preventive measures.
• Prepare periodic service quality and SLA performance reports for management review.
• Work with relevant teams to improve operational efficiency and service delivery standards.
• Participate in incident investigations and RCA activities.
• Identify recurring issues and recommend long-term corrective actions.
• Track implementation and effectiveness of preventive measures.
• Support initiatives aimed at reducing operational errors and service disruptions.
• Review and improve operational workflows, procedures, and controls.
• Ensure proper documentation and approval processes are followed.
• Verify that quality and compliance requirements are met before operational changes are implemented.
• Support internal reviews and governance activities.
• Work closely with business and technical teams to ensure service and quality objectives are achieved.
• Provide guidance and support on quality standards, compliance requirements, and operational best practices.
• Escalate significant quality, compliance, or service risks to management when necessary.
• Facilitate communication between stakeholders to resolve quality-related concerns.

Skills

QA Lead

Manual testing

Automated testing

Client facing

Education

Bachelor Degree in Computer Science or Information System

Tools

MS Excel

Power BI

Job description

• Lead and manage the daily operations of the Quality Assurance team.
• Allocate tasks and resources to ensure quality reviews, audits, and operational activities are completed within agreed timelines.
• Monitor team performance and ensure adherence to quality standards, operational procedures, and service level expectations.
• Provide coaching, guidance, and support to team members to enhance their professional development and technical competencies.
• Conduct regular performance reviews, feedback sessions, and development planning for team members.
• Identify training needs and coordinate knowledge-sharing initiatives to strengthen team capabilities.
• Ensure adequate team coverage to support daily operational requirements and business priorities.
• Foster a culture of accountability, collaboration, continuous improvement, and quality excellence within the team.
• Review and approve quality assessment outcomes, audit findings, and recommendations prepared by team members.
• Serve as the primary escalation point for quality-related issues raised by the QA team.

Quality Assurance & Compliance:

• Establish and maintain quality standards, procedures, and governance practices.
• Review operational activities, system configurations, and production changes to ensure compliance with approved requirements and organizational standards.
• Conduct quality reviews and audits to identify gaps, risks, and improvement opportunities.
• Ensure all teams adhere to approved Standard Operating Procedures (SOPs) and internal controls.
• Promote a culture of quality, accountability, and continuous improvement.

Service Quality & SLA Monitoring:

• Monitor service performance against agreed Service Level Agreements (SLAs).
• Review SLA performance and identify areas requiring corrective action.
• Investigate SLA breaches and recommend preventive measures.
• Prepare periodic service quality and SLA performance reports for management review.
• Work with relevant teams to improve operational efficiency and service delivery standards.
• Participate in incident investigations and Root Cause Analysis (RCA) activities.
• Identify recurring issues and recommend long-term corrective actions.
• Track implementation and effectiveness of preventive measures.
• Support initiatives aimed at reducing operational errors and service disruptions.

Process Governance:

• Review and improve operational workflows, procedures, and controls.
• Ensure proper documentation and approval processes are followed.
• Verify that quality and compliance requirements are met before operational changes are implemented.
• Support internal reviews and governance activities.

Stakeholder Collaboration:

• Work closely with business and technical teams to ensure service and quality objectives are achieved.
• Provide guidance and support on quality standards, compliance requirements, and operational best practices.
• Escalate significant quality, compliance, or service risks to management when necessary.
• Facilitate communication between stakeholders to resolve quality-related concerns.

Key Performance Indicators (KPIs):

• SLA Compliance Rate.
• Reduction in Operational Errors.
• Reduction in Recurring Incidents
• SOP Compliance Rate.
• Quality Audit Score.
• Corrective Action Closure Rate.
• Service Quality Improvement Metrics.
• Stakeholder Satisfaction Rating.

Requirements

• Bachelor Degree preferably in technology related discipline such as Computer Science or Information System
• Proven experiences as QA Lead, with at least 5 years of experience in related field
• Strong hands on experience in manual and automated testing
• Client facing experience is required
• Advanced skills in MS excel and Power BI to write complex queries, analyze large set of data and provide insights info report
• Strong reporting skills, with experience preparing clear, concise and comprehensive reports for all stakeholder
• Understanding of estore process is preferred