QA Manager: Automation, Analytics & Coaching Leader

Startek; Malaysia; On-site; Full time

Job summary

A leading BPO provider is seeking a Quality Assurance Manager in Malaysia to develop QA frameworks and manage teams. The role requires a minimum of 3–5 years in Quality Assurance, ideally within BPO or customer service sectors. Responsibilities include supervising QA Analysts, conducting performance reviews, and driving quality improvements. Strong knowledge of QA methodologies and excellent communication skills are essential for success. This position offers a dynamic work environment focused on customer satisfaction and operational excellence.

Qualifications

• 3–5 years of experience in Quality Assurance, ideally in BPO or customer service.
• Experience leading QA teams in high-volume environments.
• Strong understanding of QA tools and metrics.

Responsibilities

• Develop QA frameworks to meet project needs.
• Collaborate with stakeholders on KPIs and quality metrics.
• Supervise QA teams and conduct performance reviews.

Skills

Quality Assurance methodologies

Data analysis

Stakeholder management

Communication

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