Quality Analyst Supervisor - KL

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

Job summary

An established industry player is seeking a Quality Assurance Supervisor to lead a dynamic team dedicated to maintaining high standards of quality and reliability in products and processes. In this pivotal role, you will manage QA staff, oversee performance metrics, and ensure the effective implementation of policies and procedures. Your analytical skills and attention to detail will be crucial in identifying trends and driving corrective actions. Join a collaborative environment where your leadership will empower others to succeed and contribute to the overall success of the organization. This is a fantastic opportunity to make a significant impact in a fast-paced setting.

Qualifications

• Experience in customer service and strong communication skills are essential.
• Detail-oriented with analytical thinking and problem-solving abilities.

Responsibilities

• Supervise QA staff and manage work assignments and performance metrics.
• Lead quality initiatives and conduct root cause analysis for quality failures.

Skills

Customer service experience

Oral and written communication skills

Analytical thinking

Problem solving

Detail-oriented

Strong organization skills

Critical thinking

Ability to analyze metrics

Quick thinking

Interview skills

Job description

Overview

Job Summary: The Quality Assurance (QA) Supervisor will be responsible for managing QA staff, ensuring timely and effective implementation of all company’s policies, procedures, and maintaining a system of quality and reliability testing for the products and development processes. Reports directly to QA Manager.

Qualifications

Requirements

• Customer service experience
• Oral and written communication skills
• Analytical thinking and problem solving
• Being detail-oriented and capable of delivering a high level of accuracy
• A desire to see others succeed and willingness to help team members achieve their goals
• Strong organization, critical thinking and follow-up skills
• Ability to review and analyze metrics
• Quick thinking and problem-solving skills
• Ability to identify customer trends
• Excellent phone skills and ability to control calls
• Poise and composure under pressure
• Interview skills

Responsibilities

Key Responsibilities:

• Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
• Maintain accurate metrics of direct reports’ individual performance as well as overall team level performance.
• Communicate and train personnel on new directives, policies, or procedures to QA staff to explain changes, answer questions, and maintain morale.
• Lead quality task forces/action plans with Business stakeholders (Quality Leadership, Operations, Client and Account Management). Conduct analysis on quality performance and be responsible for identifying trends, determining root cause, presenting findings both internally and externally, and leading corrective action plans.
• Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate.
• Perform root cause analysis investigations for customer complaints and quality failures.
• Assist QA Manager on special projects and act as liaison in absence of Manager.
• Generate monthly reports and perform mock recalls.