Quality Assurance Assistant Manager - English - Penang (Travel Project)

Teleperformance; Bayan Lepas; On-site; MYR 50,000 - 80,000; Full time

Job summary

A leading company in customer service seeks an experienced Customer Service Manager to oversee operations, ensure quality analysis, and enhance customer experience. The ideal candidate will have strong leadership skills, 3+ years in management, and a passion for delivering exceptional support in a fast-paced environment.

Qualifications

• 1 year of customer service experience required.
• Experience in managing quality in BPO or Contact Centers preferred.
• 3+ years of management experience is desirable.

Responsibilities

• Design searches and reports for automated analysis of recorded conversations.
• Make recommendations to solve critical business problems.
• Collaborate with operations and QA teams to identify training needs.

Skills

Leadership

Communication

Critical Thinking

Problem Solving

Customer Service

Education

Degree in any discipline

Tools

Excel

Job description

Qualifications

A. Minimum Education Requirement

• Degree in any discipline

B. Minimum Relevant Work Experience

• 1 year customer service experience

C. Skills

• Experience in customer service; moderation experience is preferred

• Excellent leadership and communication skills

• Ability to handle demanding customers and escalations

• Fast learner, able to work in a fast-paced environment

• Language proficiency in English is mandatory

• Ability to work independently and demonstrate responsibility

• Committed to learning and ownership

D. Preferred Qualifications

• Experience managing quality in BPO or Contact Centers, leading cross-functional quality improvement projects and teams

• 3+ years of management experience across diverse functions (direct reports, cross-functional relationships, third-party vendors)

• Proven ability to collaborate with cross-functional groups to achieve results

• Ability to perform well in a rapidly changing, global team environment

• Practical experience with Excel (PivotTables, Charts, Statistical functions) is a plus

• Excellent communication skills

• Strong critical thinking and problem-solving skills

• Experience breaking down complex processes and identifying pain points for business improvements

• Passionate about delivering a world-class support experience

• Quality certifications (e.g., Lean Six Sigma, TQM) are a plus

• Experience leading QA Supervisors

• Experience supporting travel/hospitality accounts

Responsibilities

• Design searches and reports for automated analysis of recorded conversations in a contact center environment
• Make recommendations and define strategies to solve critical business problems, using industry best practices and innovative approaches
• Ensure timely, accurate, and high-quality analysis and reporting aligned with project objectives
• Present key findings and briefings effectively
• Identify areas for improvement through evaluations
• Monitor, analyze, and audit trainee performance, noting any unusual trends
• Collaborate with operations and QA teams to identify training needs