QA Supervisor: Lead Quality & Process Improvement

Teleperformance USA; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global service provider is seeking a Quality Assurance (QA) Supervisor in Petaling Jaya, Malaysia. The role involves overseeing QA staff, ensuring adherence to quality policies, and conducting performance analysis. Candidates should have strong customer service and problem-solving skills, along with the ability to review and analyze metrics. This position is pivotal for maintaining quality standards and achieving team goals.

Qualifications

• Experience in customer service is essential.
• Strong oral and written communication skills are required.
• Excellent analytical thinking and problem-solving abilities are necessary.
• Detail-oriented with a high level of accuracy is important.
• Ability to identify customer trends and metrics is crucial.

Responsibilities

• Supervise the work group, manage assignments, and monitor attendance.
• Maintain performance metrics for the team and provide input on training.
• Communicate new policies to QA staff and maintain morale.
• Lead quality task forces and conduct performance analysis.
• Perform root cause analysis for quality failures.

Skills

Customer service experience

Oral and written communication skills

Analytical thinking and problem solving

Detail-oriented and high accuracy

Strong organization and follow-up skills

Quick thinking and problem-solving skills

Job description

A global service provider is seeking a Quality Assurance (QA) Supervisor in Petaling Jaya, Malaysia. The role involves overseeing QA staff, ensuring adherence to quality policies, and conducting performance analysis. Candidates should have strong customer service and problem-solving skills, along with the ability to review and analyze metrics. This position is pivotal for maintaining quality standards and achieving team goals.