Quality Assurance & Training Manager

SummitNext Technologies Sdn Bhd; Sungai Petani; Sur place; MYR 90 000 - 130 000; Plein temps

Résumé du poste

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

In this role you will oversee QA processes, design monitoring scorecards, develop training programs, and partner with Operations, HR, and Client Management to align quality with business goals. Strong coaching, communication, and analytical skills are essential.

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 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.

Responsabilités

• 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.
• 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.

Connaissances

Analytical skills

Communication

Coaching

Facilitation

Formation

Bachelor's or Diploma in Business/Communications/Training

Outils

Microsoft Office

QA tools

Description du poste

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
Full-time, 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