QA & Training Leader — Drive Quality & Talent Growth

SummitNext Technologies Sdn Bhd; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

EPF

SOCSO

Annual leave

Maternity leave

Birthday leave

Promotion opportunities

Professional development

Job summary

SummitNext Technologies Sdn. Bhd. is seeking an experienced Quality Assurance & Training Manager to lead QA and training functions within a fast-paced BPO environment.

The role focuses on maintaining service excellence, driving continuous improvement, and developing talent to meet business goals. You will oversee QA and training teams, implement monitoring processes, and collaborate with Operations, HR, and Client Management to ensure alignment with client expectations.

Qualifications

• 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.

Responsibilities

• Oversee QA team to ensure adherence to KPIs, SOPs, and client expectations.
• Design and implement quality monitoring processes, scorecards, and feedback systems.
• Analyze QA data to identify trends, root causes and improvements.
• Plan, design, and deliver onboarding, upskilling, and refresher training programs.
• Collaborate with Operations, HR, and Client Management to align quality and training with business goals.
• Lead, coach, and mentor QA and training team members to achieve KPIs.
• Manage reporting, documentation, and compliance requirements.

Skills

Analytical skills

Communication

Coaching

Leadership

QA tools

MS Office

Education

Bachelor's or Diploma in Business/Communications/Training

Tools

QA tools

Microsoft Office

Job description

SummitNext Technologies Sdn. Bhd. is seeking an experienced Quality Assurance & Training Manager to lead QA and training functions within a fast-paced BPO environment.

The role focuses on maintaining service excellence, driving continuous improvement, and developing talent to meet business goals. You will oversee QA and training teams, implement monitoring processes, and collaborate with Operations, HR, and Client Management to ensure alignment with client expectations.