Quality Manager - Penang

Teleperformance; Bayan Lepas; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a Quality Manager to lead a dynamic QA team. This role involves driving quality assurance initiatives, managing audits, and collaborating with operations to enhance service delivery. The ideal candidate will have a strong management background, excellent communication skills, and a passion for continuous improvement. You will leverage your expertise in quality methodologies, such as Lean Six Sigma, to implement impactful changes that elevate the support experience for clients. Join a forward-thinking company that values innovation and teamwork, where your contributions will significantly impact the quality of service provided to the community.

Qualifications

• 3+ years of management experience in BPO or contact centers.
• Strong experience with Excel and quality improvement methodologies.

Responsibilities

• Lead a QA team to manage quality assurance audits and drive operational improvements.
• Collaborate with operations and training to enhance quality.

Skills

Management ability

Communication skills

Critical thinking

Problem-solving skills

Data analysis

Education

Quality certification (Lean Six Sigma, TQM)

Tools

Excel (PivotTable, Charts, Statistical functions)

Job description

Qualifications

Requirements:

• Experience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams.
• 3+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors, etc.).
• Proven track record of collaborating with cross-functional groups to produce results.
• Demonstrated ability to perform well in a rapidly changing and extremely global team.
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required; a plus.
• Excellent communication skills.
• Strong critical thinking and exceptional problem-solving skills.
• Proven track record of breaking down complex processes and identifying key pain points in order to deliver business improvements at the regional or global level.
• Passion for our mission of ensuring a world-class support experience for our community.
• Quality certification (e.g., Lean Six Sigma, TQM, etc.) is a plus.

Responsibilities

Lead and manage a QA team by introducing and managing initiatives related to quality assurance audits, driving audit automation and efficiency, and ensuring effective client and program level engagements. Work with the operations leaders to drive operational quality improvement. Actively use Lean Six Sigma in projects to completion and quantification of impact. Collaborate with Training using data analysis to identify areas of opportunity to introduce training or coaching to further improve quality in operations.

• The Quality Manager will be responsible for setting and driving the Quality strategy within the programs in KL/PJ site in accordance with the Teleperformance BEST QA standard. He will drive continuous improvement within the programs he supports.