Quality Assurance & Training Manager

SummitNext Technologies Sdn Bhd; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

EPF

SOCSO

Annual leave

Maternity leave

Birthday leave

Promotion opportunities

Professional development

Job summary

SummitNext Technologies Sdn. Bhd. is seeking an experienced Quality Assurance & Training Manager to lead QA and training functions within a fast-paced BPO environment.

The role focuses on maintaining service excellence, driving continuous improvement, and developing talent to meet business goals. You will oversee QA and training teams, implement monitoring processes, and collaborate with Operations, HR, and Client Management to ensure alignment with client expectations.

Qualifications

• 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.

Responsibilities

• Oversee QA team to ensure adherence to KPIs, SOPs, and client expectations.
• Design and implement quality monitoring processes, scorecards, and feedback systems.
• Analyze QA data to identify trends, root causes and improvements.
• Plan, design, and deliver onboarding, upskilling, and refresher training programs.
• Collaborate with Operations, HR, and Client Management to align quality and training with business goals.
• Lead, coach, and mentor QA and training team members to achieve KPIs.
• Manage reporting, documentation, and compliance requirements.

Skills

Analytical skills

Communication

Coaching

Leadership

QA tools

MS Office

Education

Bachelor's or Diploma in Business/Communications/Training

Tools

QA tools

Microsoft Office

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