QA & Training Leader — Call Center Excellence

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

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.

Benefits

Competitive salary

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.
• 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.

Skills

Analytical skills

Communication skills

Coaching skills

Proficiency in Microsoft Office Suite

Education

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

Tools

QA tools

Job description

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.