Quality Assurance Manager

Teleperformance Portugal; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

Join a leading multinational company as a Quality Assurance Manager, where you will leverage your expertise in continuous improvement and data analytics. You will be responsible for managing quality processes, ensuring compliance, leading your quality team, and driving innovative methodologies to enhance overall business performance.

Benefits

Health insurance

Free language courses

Sports activities

Organized events

Complimentary healthy meals

Qualifications

• Minimum 3 years of experience leading Six Sigma projects.
• At least 3 years managing quality teams.
• Relevant quality certifications preferred.

Responsibilities

• Lead continuous improvement processes across the department.
• Conduct client product and competitor analyses.
• Ensure implementation of BEST QA certification and successful audits.

Skills

Continuous Improvement

Data Analytics

Quality Management

Risk Management

Documentation Compliance

Education

Bachelor's degree

Job description

The Quality Assurance Manager (QAM) is an SME in continuous improvement and data analytics. They serve as a bridge for quality processes and actionable insights between TP's internal departments and our clients.

Beyond monitoring business (K)PIs and reducing defects, the QAM explores how insights can be translated into business cases to enhance the financial health of the project or company. This is achieved through a Lean Six Sigma mindset and toolkit, with the final outputs being LSS projects.

The QAM is responsible for managing the QAAM and holds final responsibility for quality staffing, delivery output, and continuous improvement reports and controls.

What you'll do

• Lead continuous improvement processes, proposing innovative methods across the department and company;
• Identify project risks and suggest internal controls to mitigate risks and leverage opportunities;
• Ensure implementation of BEST QA certification and successful audits;
• Oversee delivery of reporting and business analysis by the Business Quality Analyst, including Learning Curve, KPI Correlation, Daily Quality Status, Top Call Drivers, and Outlier Analyses;
• Conduct client product and competitor analyses (Ci2);
• Ensure CSAT analysis;
• Maintain calibration sessions & Spot Check, represent quality in site visits, share best practices, and support ongoing innovation;
• Provide continuous analysis reports to the Board and senior management;
• Create and upload documentation in https://app.onetrust.com in compliance with GDPR legislation.

What you'll need

• Bachelor's degree or higher (preferential);
• Relevant quality certifications (preferential);
• Fluency in English and Portuguese; knowledge of additional languages (German, French, Spanish) is a plus;
• Training in Best QA and TOPS (to be provided);
• Minimum 3 years of experience leading Six Sigma projects;
• At least 3 years managing quality teams;
• Experience in customer experience environments or related industries (preferential);
• Proven record of quality initiatives and program design;

Benefits include a dynamic multinational environment, training investment, modern facilities, health insurance, free language courses, sports activities, organized events, and complimentary healthy meals.

About Teleperformance Portugal

TP Portugal is recognized as one of Europe's top 25 employers by Great Place to Work and has received awards for export and job creation from Exame magazine. With over 14,000 employees serving 67 markets in 37 languages, TP offers innovative, secure, and high-standard omnichannel customer support solutions.

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