Quality Assurance & Training Leader — Drive Excellence

SummitNext Technologies Sdn Bhd; Penang; On-site; MYR 112,000 - 201,000; Full time

Benefits offered by this job

EPF

SOCSO

Annual leave

Maternity leave

Birthday leave

Promotion opportunities

Professional development opportunities

Job summary

SummitNext Technologies Sdn. Bhd. in Penang seeks a seasoned Quality Assurance & Training Manager to lead QA and training within our fast-growing BPO and technology solutions environment.

You will design quality monitoring systems, develop onboarding and upskilling programs, update training materials, and analyze performance data to drive improvements while mentoring a capable QA and training team. Collaborating with Operations, HR, and Client Management, you will align quality and training with

Qualifications

• Bachelor's degree or Diploma in Business, Communications, Training, or related field.
• Minimum 3-5 years of experience in quality assurance and/or training within the BPO or call center.
• Strong analytical and data interpretation skills.
• Excellent communication, facilitation, and coaching abilities.
• Proficiency in Microsoft Office and QA tools.
• Proven leadership and team management experience.

Responsibilities

• Oversee and manage the QA team to meet KPIs and client expectations.
• Design and implement quality monitoring processes and scorecards.
• Analyze QA data to identify trends and improvement areas.
• Develop and execute quality improvement initiatives.
• Plan, design, and deliver onboarding and training programs.
• Create and update training materials and SOPs.
• Conduct training needs analyses and measure effectiveness.
• Collaborate with Operations, HR, and Client Management; mentor staff.
• Manage reporting, documentation, and compliance.

Skills

Analytical skills

Communication skills

Coaching

Leadership

Education

Bachelor's degree or Diploma in Business, Communications, Training, or related field

Tools

Microsoft Office

QA tools

Job description

SummitNext Technologies Sdn. Bhd. in Penang seeks a seasoned Quality Assurance & Training Manager to lead QA and training within our fast-growing BPO and technology solutions environment.

You will design quality monitoring systems, develop onboarding and upskilling programs, update training materials, and analyze performance data to drive improvements while mentoring a capable QA and training team. Collaborating with Operations, HR, and Client Management, you will align quality and training with