QA & Training Leader: Elevate Quality & Team Skills

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

Job summary

SummitNext Technologies Sdn Bhd invites a seasoned Quality Assurance & Training Manager to lead QA and training functions in a fast-growing BPO and technology solutions environment.

In this role you will oversee QA processes, design monitoring scorecards, develop training programs, and partner with Operations, HR, and Client Management to align quality with business goals. Strong coaching, communication, and analytical skills are essential.

Qualifications

• 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.

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.
• 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.
• 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.

Skills

Analytical skills

Communication

Coaching

Facilitation

Education

Bachelor's or Diploma in Business/Communications/Training

Tools

Microsoft Office

QA tools

Job description

SummitNext Technologies Sdn Bhd invites a seasoned Quality Assurance & Training Manager to lead QA and training functions in a fast-growing BPO and technology solutions environment.

In this role you will oversee QA processes, design monitoring scorecards, develop training programs, and partner with Operations, HR, and Client Management to align quality with business goals. Strong coaching, communication, and analytical skills are essential.