Quality Assurance & Training Manager

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

About the job Quality Assurance & Training Manager

We, SummitNext Technologies Sdn. Bhd., are a BPO and Technology Solutions provider where innovation meets excellence.

As we continue our rapid expansion, we are seeking an experienced and dynamic Quality Assurance & Training Manager to lead our quality management and training functions. This role ensures service excellence, drives continuous improvement, and develops our talent to meet business goals.

Position
Quality Assurance & Training Manager

Job Responsibilities

Quality Management:

• Oversee and manage the Quality Assurance (QA) team to ensure adherence to call center KPIs, SOPs, and client expectations.
• Design and implement quality monitoring processes, scorecards, and feedback systems.
• Analyze QA data to identify trends, root causes, and areas for improvement.
• Develop and execute quality improvement initiatives to enhance service delivery and customer satisfaction.

Training Management:

• Plan, design, and deliver onboarding, upskilling, and refresher training programs.
• Create and update training materials, SOPs, and knowledge bases in line with operational requirements.
• Conduct training needs analysis to identify skills gaps and recommend targeted learning interventions.
• Evaluate training effectiveness through assessments, performance tracking, and feedback.
• Work closely with Operations, HR, and Client Management teams to align quality and training strategies with business goals.
• Lead, coach, and mentor QA and training team members to achieve individual and departmental KPIs.
• Manage reporting, documentation, and compliance requirements.

Job Requirements

• Bachelors 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 industry.
• Strong analytical skills with the ability to interpret performance data and drive actionable insights.
• Excellent communication, facilitation, and coaching skills.
• Proficiency in Microsoft Office Suite and QA tools.
• Proven leadership skills with experience managing a team.
• Ability to work in a fast-paced, target-driven environment.

Job Type
5 days a week (rotational shifts if required)

• Competitive based on experience
• EPF, SOCSO
• Annual leave, maternity leave, etc.
• Birthday leave
• Opportunities for promotion and career growth
• Professional development and certification opportunities