QA Manager (Call Centre)

SummitNext Technologies Sdn Bhd; Sungai Petani; On-site; MYR 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

EPF, SOCSO

Annual leave, maternity leave

Birthday leave

Opportunities for promotion and career growth

Professional development and certification opportunities

Maternity leave

Job summary

A leading BPO and Technology Solutions provider in Sungai Petani is seeking an experienced Quality Assurance & Training Manager to lead its quality management and training functions. The role involves overseeing the QA team, implementing monitoring processes, and planning training programs to drive service excellence and continuous improvement. Candidates should have 3-5 years of experience in the BPO industry and strong leadership skills. Opportunities for career growth and professional development are available.

Qualifications

• Minimum 3-5 years of experience in quality assurance and/or training within the BPO or call center industry.
• Proven leadership skills with experience managing a team.
• Ability to work in a fast-paced, target-driven environment.

Responsibilities

• Oversee and manage the Quality Assurance (QA) team to ensure adherence to call center KPIs, SOPs, and client expectations.
• Design and implement quality monitoring processes, scorecards, and feedback systems.
• Plan, design, and deliver onboarding, upskilling, and refresher training programs.
• Develop and execute quality improvement initiatives to enhance service delivery and customer satisfaction.
• Plan, design, and deliver onboarding, upskilling, and refresher training programs.
• Create and update training materials, SOPs, and knowledge bases.
• Conduct training needs analysis to identify skills gaps and recommend interventions.
• Evaluate training effectiveness through assessments, performance tracking, and feedback.
• Collaborate with Operations, HR, and Client Management to align quality/training with goals.
• Lead, coach, and mentor QA and training team members to meet KPIs.
• Manage reporting, documentation, and compliance requirements.

Skills

Analytical skills

Communication skills

Coaching skills

Proficiency in Microsoft Office Suite

Coaching

Leadership

MS Office

Education

Bachelor's degree or Diploma in Business, Communications, Training, or related field

Tools

QA tools

Job description

We, SummitNext Technologies Sdn. Bhd., are a BPO and Technology Solutions provider where innovation meets excellence.

As we continue our rapid expansion, we are seeking an experienced and dynamic Quality Assurance & Training Manager to lead our quality management and training functions. This role ensures service excellence, drives continuous improvement, and develops our talent to meet business goals.

Position

Quality Assurance & Training Manager

Job Responsibilities

Quality Management:

• Oversee and manage the Quality Assurance (QA) team to ensure adherence to call center KPIs, SOPs, and client expectations.
• Design and implement quality monitoring processes, scorecards, and feedback systems.
• Analyze QA data to identify trends, root causes, and areas for improvement.
• Develop and execute quality improvement initiatives to enhance service delivery and customer satisfaction.

Training Management:

• Plan, design, and deliver onboarding, upskilling, and refresher training programs.
• Create and update training materials, SOPs, and knowledge bases in line with operational requirements.
• Conduct training needs analysis to identify skills gaps and recommend targeted learning interventions.
• Evaluate training effectiveness through assessments, performance tracking, and feedback.
• Work closely with Operations, HR, and Client Management teams to align quality and training strategies with business goals.
• Lead, coach, and mentor QA and training team members to achieve individual and departmental KPIs.
• Manage reporting, documentation, and compliance requirements.

Job Requirements

• Bachelors degree or Diploma in Business, Communications, Training, or related field.
• Minimum 3-5 years of experience in quality assurance and/or training within the BPO or call center industry.
• Strong analytical skills with the ability to interpret performance data and drive actionable insights.
• Excellent communication, facilitation, and coaching skills.
• Proficiency in Microsoft Office Suite and QA tools.
• Proven leadership skills with experience managing a team.
• Ability to work in a fast-paced, target-driven environment.

Job Type

5 days a week (rotational shifts if required)

• Competitive based on experience
• EPF, SOCSO
• Annual leave, maternity leave, etc.
• Birthday leave
• Opportunities for promotion and career growth
• Professional development and certification opportunities