Assistant Manager - QA [GR_JB]

StarTek Inc.; Malaysia; On-site; MYR 60,000 - 90,000; Full time

Job summary

A dynamic business process outsourcing company in Malaysia is looking for a Quality Assurance Manager to develop and implement QA frameworks, manage QA teams, and ensure quality standards are met. Candidates should have 3–5 years of experience in Quality Assurance, preferably in a BPO environment, with strong skills in data analysis and stakeholder management.

Qualifications

• Minimum 3–5 years of experience in Quality Assurance, preferably in BPO or customer service environments.
• Experience managing QA teams and working with high-volume accounts.
• Strong knowledge of QA methodologies, tools, and metrics.

Responsibilities

• Develop and implement QA frameworks tailored to project operational requirements.
• Collaborate with stakeholders to define KPIs and quality benchmarks.
• Ensure consistent calibration across QA teams and operations.

Skills

Quality Assurance methodologies

Data analysis

Stakeholder management

Job description

Key Responsibilities

• Develop and implement QA frameworks tailored to project operational requirements
• Collaborate with stakeholders to define KPIs and quality benchmarks
• Ensure consistent calibration across QA teams and operations
• Supervise and mentor QA Analysts and Specialists
• Conduct regular performance reviews and provide coaching for skill enhancement
• Foster a culture of continuous improvement and accountability
• Identify gaps in service delivery and recommend corrective actions
• Lead root cause analysis and implement preventive measures
• Drive automation and digitization of QA reporting and analytics
• Liaise with project’s quality and operations teams to align on expectations
• Present insights, trends, and recommendations to senior management
• Support client audits and compliance reviews
• Generate and analyze QA reports to track performance trends
• Provide actionable insights to improve customer satisfaction and operational efficiency
• Monitor adherence to SLAs and compliance standards

Key Requirements

• Minimum 3–5 years of experience in Quality Assurance, preferably in BPO or customer service environments
• Experience managing QA teams and working with high-volume accounts
• Strong knowledge of QA methodologies, tools, and metrics
• Excellent communication and stakeholder management skills
• Proficiency in data analysis tools