Quality Assurance Manager- Mandarin

Teleperformance; Johor Bahru; On-site; MYR 70,000 - 90,000; Full time

Job summary

A global business outsourcing firm located in Johor Bahru is seeking a Quality Assurance Lead to manage a QA team and drive quality initiatives. Responsibilities include setting the Quality strategy, collaborating with cross-functional teams, and using Lean 6 Sigma in projects. The ideal candidate will have over 3 years of experience in quality management within BPO or Contact Centres, strong analytical skills, and a passion for delivering excellent support services.

Qualifications

• 3+ years of experience in managing quality in Business Process Outsourcing or Contact Centres.
• Experience in leading cross-functional quality improvement projects and teams.
• Strong critical thinking and exceptional problem-solving skills.

Responsibilities

• Lead and manage a QA team while driving quality initiatives.
• Utilize Lean 6 Sigma methodologies in projects.
• Set and drive the Quality strategy within the programs.

Skills

Quality management

Lean 6 Sigma

Data analysis

Excel (PivotTable, Charts)

Critical thinking

Problem-solving

Job description

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) – required a plus
• 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