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Quality Analyst - Manager (Call Center Background)

IGT Solutions

Subang Jaya

On-site

MYR 100,000 - 150,000

Full time

Yesterday

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Job summary

A leading technology company seeks a Quality Analyst Manager with call center experience to oversee quality projects and drive continuous improvement initiatives. The role demands excellent communication skills, teamwork, and the ability to manage performance effectively. Competitive remuneration package and benefits are offered.

Benefits

Medical Allowance

EPF & SOCSO Provided

Medical Leave & Claims

Dental & Optical Allowance

Employee Recognition & Insurance Coverage

Professional Development

Competitive Salary

Rewards & Benefits Package

Qualifications

Preferable to have knowledge managing Airlines/Travel Background clients.
Experience in call centre management is advantageous.
Strong follow-up abilities and a great memory.

Responsibilities

Facilitate and drive quality and continuous improvement projects.
Conduct quality audits to ensure system implementation.
Design and develop quality-related initiatives.

Skills

Communication

Interpersonal Skills

Negotiation

Attention to Detail

Team Player

Quality Analyst - Manager (Call Center Background)

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Principal Accountabilities (Key Result Areas)

Facilitate & drive quality and continuous improvement projects.
Be a part of the Quality initiative to roll out ISO, COPC, Six Sigma and other quality standards.
Design and development of quality related initiatives (COPC, ISO, Six Sigma, and ensure quality measures are aligned with overall Business objectives.
Provide support towards continuous improvement programs like Six Sigma across various functions to create and enhance value to clients.
Track and report performance on organizational objectives and engagement objectives (Balanced Scorecard) & drive productivity score.
Support Quality managers in tracking performance against organization objectives.
Work with Service Delivery Leads to optimize the quality of the assigned projects by recognizing, enhancing and sharing quality best practices.
Prepare quality improvement plans and monitors calibration levels.
Conduct Quality audits to ensure the quality systems are being implemented consistently and effectively
Establish & Drive Six Sigma program as an integral part of the daily business.
Monitor and audit the deployed processes for effectiveness and efficacy.
Develop goals, objectives and plans for six sigma and provide innovative leadership to drive quality performance within the business.
Direct the improvement in the various processes, recognize the need for changes, and initiate appropriate improvement actions to enhance operating effectiveness while reducing total costs and increasing the productivity gains.
Be responsible for compliance of the Service Level Agreements (SLAs). Responsible for the Visual Management of dashboards and metrics of their respective shop floors.
Supporting key stakeholders (like, Operations, BD etc.) in building repository of case studies of the projects / initiatives that have driven business impact.
Coach and Mentor Green Belts. Ensure effective selection, assignment, motivation, development, performance management and recognition of employees.

Requirement :

Preferable to have knowledge who have manage Airlines/ Travel Background client
Team player, multi-tasker, high attention to details, strong follow up and a great memory.
Has excellent communication, interpersonal, and negotiation skills.
Other key management attributes & Key Performance Indicators (KPIs) as agreed.
Permanent Position
Attractive remuneration package above market standards.
Preferable to have knowledge who have manage Airlines/ Travel Background client
Medical Allowance (Inclusive coverage for your direct family member)
EPF & SOCSO will be provided
Medical Leave & Medical Claim
Dental & Optical Allowance

How do your skills match this job?

Your application will include the following questions:

Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? Which of the following types of qualifications do you have? Have you worked in a call centre before? How many years' experience do you have as a manager / team lead? Which of the following languages are you fluent in? How much notice are you required to give your current employer? How many years' experience do you have as a Quality Analyst?

Call Centre & Customer Service More than 10,000 employees

IGT Services And Technologies KL Sdn Bhd is a technology company based in Kuala Lumpur, Malaysia. Established in 2010, the company specializes in providing innovative IT solutions and services to clients across various industries. With a mission to deliver cutting-edge technology solutions that drive business growth and efficiency, IGT aims to be a trusted partner for its clients. The company's services include software development, IT consulting, cybersecurity solutions and project management. IGT's vision is to be a leading technology provider in the region known for its commitment to excellence and customer satisfaction. Objectives include expanding its client base & fostering innovation.

Perks and benefits Employee Recognition & Insurance Coverage Professional Development & Company Culture Competitive Salary Rewards & Benefits Package

What can I earn as a Contact Centre Manager

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