Global Shared Services QA Lead

TRANSCOSMOS (MALAYSIA) SDN. BHD.; Kuala Lumpur; In loco; MYR 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

TRANSCOSMOS (MALAYSIA) SDN. BHD. seeks a Shared Services QA Lead to oversee QA across IT Helpdesk, Global Services Desk, and B2B/B2C support.

You will ensure quality standards, monitor performance, analyze data, and drive continuous improvement with Operations, Training, WFM, PM, and clients. You will lead audits, resource allocation, and cross-functional collaboration to translate quality insights into measurable business outcomes.

Competenze

• Diploma or higher qualification in a relevant field; SPM may be considered with QA leadership experience.
• At least 3 years of Quality Assurance or QA Analyst experience in contact centre, BPO, IT support, or related service environment.
• At least 1–2 years in a QA leadership, supervisory, or equivalent role.
• Experience in B2B/B2C operations, RCA, CAPA, quality governance and continuous improvement is preferred.

Mansioni

• Lead and oversee QA activities across projects ensuring coverage and consistent application of quality standards.
• Manage QA resources, audits, workload, and deliverables per project requirements.
• Oversee quality monitoring across tickets, calls, chats, emails, and other processes.
• Ensure QA evaluations are objective and aligned with standards and client requirements.
• Identify quality gaps from audit findings and drive improvement opportunities.
• Lead RCA to identify root causes and implement corrective actions with stakeholders.

Conoscenze

Quality Assurance

Leadership

Stakeholder mgmt

Quality metrics

Analytical thinking

Formazione

Diploma or higher in a relevant field

COPC/Six Sigma/ISO 9001 advantage

Strumenti

Power BI

Excel

Audit tools

Descrizione del lavoro

TRANSCOSMOS (MALAYSIA) SDN. BHD. seeks a Shared Services QA Lead to oversee QA across IT Helpdesk, Global Services Desk, and B2B/B2C support.

You will ensure quality standards, monitor performance, analyze data, and drive continuous improvement with Operations, Training, WFM, PM, and clients. You will lead audits, resource allocation, and cross-functional collaboration to translate quality insights into measurable business outcomes.