Quality Analyst Supervisor - Penang

Teleperformance; Bayan Lepas; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player seeks a Quality Assurance Supervisor to oversee QA staff and ensure adherence to company policies. In this pivotal role, you will manage quality testing processes, analyze performance metrics, and lead initiatives to enhance product reliability. Your expertise in customer service and strong communication skills will be vital in training personnel and maintaining team morale. Join a dynamic environment where your contributions will directly impact the success of the organization and help foster a culture of quality and excellence. If you're passionate about quality assurance and team leadership, this opportunity is tailored for you.

Qualifications

• Experience in customer service and strong communication skills are essential.
• Ability to analyze metrics and lead quality improvement initiatives.

Responsibilities

• Supervise QA staff and manage performance metrics.
• Lead quality analysis and corrective action plans with stakeholders.
• Generate reports and assist in special projects.

Skills

Customer service experience

Oral and written communication skills

Analytical thinking

Problem-solving

Detail-oriented

Strong organization skills

Critical thinking

Ability to analyze metrics

Excellent phone skills

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 policies and procedures, and maintaining a system of quality and reliability testing for the products and development processes. Reports directly to the QA Manager.

Qualifications

Requirements:

• Customer service experience
• Oral and written communication skills
• Analytical thinking and problem-solving
• 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 appraisals 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 the absence of the Manager.
• Generate monthly reports and perform mock recalls.