Assistant Quality Assurance Manager - FX

OX Human Resources Consultancies; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

OX Human Resources Consultancies in Kuala Lumpur is seeking a Senior Team Lead / Assistant Manager – QA & Training to oversee the quality and training framework for the Customer Support team. You will develop QA standards, monitor performance across channels, identify gaps, and design effective training and coaching programmes to ensure consistently high service.

The role collaborates with Customer Support leadership and other stakeholders to drive continuous improvement, deliver an outstanding

Qualifications

• Experience developing and implementing QA standards and training programmes.
• Ability to monitor multi-channel interactions and provide actionable feedback.
• Strong leadership and stakeholder collaboration skills.

Responsibilities

• Develop and improve QA framework, policies, scorecards, and evaluation criteria.
• Monitor customer interactions across calls, emails, live chat, and other channels.
• Design onboarding, product, process, compliance, and customer service training programmes.
• Deliver refresher training and targeted coaching based on QA findings.
• Evaluate training effectiveness and implement improvements.

Skills

Quality Assurance

Team Leadership

Coaching

Training Development

Job description

We are seeking a highly motivated and experienced Senior Team Lead / Assistant Manager – QA & Training to oversee the quality and training framework for our Customer Support team. The successful candidate will be responsible for developing and implementing quality assurance standards, monitoring team performance, identifying knowledge and performance gaps, and designing effective training and coaching programmes to ensure consistently high service standards. This role will work closely with Customer Support leadership and other internal stakeholders to drive continuous improvement, enhance employee performance, and deliver an excellent customer experience.

Key Responsibilities – Quality Assurance

• Develop, implement, and continuously improve the Quality Assurance framework, policies, scorecards,and evaluation criteria.
• Monitor and evaluate customer interactions across relevant communication channels, including calls,emails, live chat, and other platforms.
• Conduct regular quality assessments and provide clear, constructive feedback to Customer Support employees and Team Leaders.
• Identify recurring performance gaps, process issues, and areas for improvement.
• Analyse QA data and trends to provide actionable insights and recommendations to management.
• Ensure quality standards are consistently applied across the team.
• Prepare and present regular QA reports, performance dashboards, and improvement plans.

Key Responsibilities – Training & Development

• Design, develop, and deliver onboarding, product, process, compliance, and customer service training programmes.
• Conduct training needs analysis to identify skill and knowledge gaps across the team.
• Develop training materials, SOPs, knowledge base content, presentations, assessments, and other learning resources.
• Deliver refresher training and targeted coaching sessions based on QA findings and business requirements.
• Evaluate the effectiveness of training programmes and implement improvements where necessary.
• Ensure employees remain up to date with company policies, products, processes, and regulatory requirements.

Key Responsibilities – Coaching & Performance Improvement

• Work closely with Team Leaders and management to develop performance improvement plans.
• Provide one-to-one coaching and mentoring to employees where required.
• Support the development of Team Leaders and senior team members in delivering effective coaching and feedback.
• Track performance improvements following training and coaching interventions.

Key Responsibilities – Leadership & Stakeholder Management

• Lead and manage the QA and Training function, ensuring clear objectives and high standards of delivery.
• Collaborate closely with Customer Support, Operations, Compliance, Product, and other relevant teams.
• Act as a subject matter expert for quality, training, and customer service best practices.
• Drive initiatives focused on continuous improvement, operational efficiency, and customer experience.
• Support the implementation of new processes, products, systems, and business initiatives from a