QA Manager (Call Centre)

SummitNext; Sungai Petani; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technology and BPO solutions provider in Malaysia is looking for an experienced Quality Assurance & Training Manager. This role focuses on leading quality management and training functions to ensure service excellence and drive continuous improvement. Candidates should have a Bachelor's degree, along with 3-5 years of relevant experience in quality assurance or training in the BPO industry. Excellent communication and leadership skills are essential. The position offers a competitive salary and benefits including EPF and SOCSO.

Benefits

Competitive salary based on experience

EPF, SOCSO

Annual leave

Maternity leave

Birthday leave

Opportunities for promotion and career growth

Professional development and certification opportunities

Qualifications

• Minimum 3-5 years of experience in quality assurance and/or training within the BPO or call center industry.
• Strong ability to interpret performance data and drive actionable insights.
• Experience managing a team.

Responsibilities

• Oversee and manage the Quality Assurance (QA) team to ensure adherence to KPIs.
• Design and implement quality monitoring processes.
• Develop and execute quality improvement initiatives.
• Plan, design, and deliver training programs.
• Evaluate training effectiveness through assessments.

Skills

Analytical skills

Communication skills

Team leadership

Coaching skills

Education

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

Tools

Microsoft Office Suite

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.

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

• Bachelor's 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