Quality Assurance Manager - KL

Teleperformance USA; Petaling Jaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading global company is seeking a Quality Assurance Manager to lead initiatives in enhancing quality across programs in their Petaling Jaya site. The ideal candidate will manage quality assurance efforts and drive process improvements through effective collaboration and leadership, ensuring alignment with industry standards.

Qualifications

• 3+ years of management experience in quality.
• Experience in BPO or Contact Center environments.
• Ability to work with cross-functional teams.

Responsibilities

• Lead and manage a Quality Assurance team.
• Drive continuous improvement processes.
• Implement Lean 6 Sigma to enhance quality.

Skills

Quality management

Data analysis

Communication

Critical thinking

Problem-solving

Education

Quality certification (e.g. Lean Six Sigma, TQM)

Tools

Excel

Job description

null

Key Responsibilities:

• Lead and manage a QA team - introduce and manage initiatives related to quality assurance audits, drive audit automation and efficiency, effective client and program level engagements, work with the operations leaders to drive ops quality improvement.

• Actively use Lean 6 Sigma in projects to completion and quantification of impact. Collaborate with Training using data analysis to identify areas of opportunities to introduce training or coaching to further improve quality in operations.

• He/she will be responsible for setting and driving the Quality strategy within the programs in KL/PJ site and in accordance with the Teleperformance BEST QA standard. He will drive continuous improvement within the programs he supports.

Requirements

• Experience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams
• 3+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
• Proven track record of collaborating with cross-functional groups to produce results
• Demonstrated ability to perform well in a rapidly changing and extremely global team
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus
• Excellent communication skills
• Strong critical thinking and exceptional problem-solving skills
• Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level
• Passion for our mission of ensuring a world class support experience for our community
• Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus