Quality Assurance & Workforce Management Manager

Becton Dickinson; Kuala Lumpur; On-site; MYR 120,000 - 150,000; Full time

Job summary

A leading healthcare company in Kuala Lumpur seeks a Quality Assurance & Workforce Management Manager. The role focuses on overseeing quality assurance activities and effective workforce management, ensuring high standards and compliance. Candidates should have over 5 years of experience in strategic operations and management consulting, strong analytical and communication skills, and proficiency in Salesforce and MS Office. A collaborative approach is essential, and candidates must be available for on-site work at least 4 days a week.

Qualifications

• 5+ years of experience in management consulting or strategic operations.
• Experience in workforce management and quality assurance.
• Strong MS Office skills, particularly advanced PowerPoint, Excel, and Power BI.

Responsibilities

• Oversee workforce management and quality assurance activities.
• Develop and implement workforce management strategies.
• Conduct regular quality audits for compliance.

Skills

Leadership skills

Analytical skills

Problem-solving skills

Communication skills

Education

Bachelor's degree

Tools

Salesforce

MS Office

Power BI

Job description

Quality Assurance & Workforce Management Manager

Job Description Summary

The Workforce and Quality Assurance Manager will oversee the planning, coordination, and implementation of workforce management and quality assurance activities. This role ensures that our workforce is effectively managed and that our quality standards are consistently met. The manager will partner throughout the CSC organization to identify and lead critical initiatives spanning people, process, and technology using Lean, Six Sigma, project management, analytics, and business practices. The associate will establish trusting relationships with executive leadership and cross‑functional teams of subject matter experts. A track record of leading large‑scale, cross‑functional transformation and innovation initiatives is essential.

Specific Duties, Activities and Responsibilities

• Associate development 50%
• Change Management 25%
• Stakeholder Management 15%
• Administrative / Other 10%

Ideal Candidate Profile

• Is forward thinking — developing processes and technology for a 5+ year vision
• Demonstrates a consultative approach to problem solving
• Effectively communicates — successfully managing up to the executive level and down and across to collaborators and subject matter experts
• Understands how to streamline complex processes and drive technology and process transformation using tailored facilitation, influencing, and change management skills
• Proactively partners and influences team members across a highly matrixed organization
• Has strong skills to manage leadership audiences, set expectations, and influence goals and results
• Sees the big picture and understands the priorities, goals and struggles of both senior leaders and individual contributors
• Creates well‑rounded, scalable governance models and reasons for large‑scale improvements
• Thoughtfully juggles multiple competing initiatives through rigorous prioritization and effective communication
• Gets up to speed quickly in new areas
• Has experience driving both long‑term initiatives (e.g., 12+ months) and rapid process improvements (e.g., 1 week)

I. Service Orientation, Initiative, & Quality

• Grasp precise understanding of quality audit and workforce management objectives & expectations
• Foster an open dialogue and maintain an approachable manner, treating others fairly and respectfully
• Develop and implement workforce management strategies to optimize staffing levels and productivity
• Conduct regular quality audits to ensure compliance with company standards and regulatory requirements
• Analyze workforce and quality data to identify areas for improvement and implement corrective actions
• Collaborate with cross‑functional teams to address quality issues and enhance operational efficiency
• Train and mentor staff on quality standards and best practices
• Prepare detailed reports on workforce performance and quality metrics for senior management

II. Associate Development

• Onboard, train, motivate and retain talented team members
• Develop influential leaders through practice, policy and feedback
• Coordinate lead resources for coverage and change deliverables aligned with initiative priorities
• Provide exposure to cross‑functional operations and Service and Support leadership to increase knowledge and context

III. Change Management

• Provide management with project status updates, feedback, and appropriate reporting on key responsibilities and objectives
• Achieve buy‑in from all decision makers for the successful application of performance excellence / improvement; create team processes for optimizing results
• Champion CSC and Field workflow, SAP‑CRM and SDS policies and procedures
• Coordinate communication activities and market the process and results by publicizing goals, plans, progress and results focused on CSC Continuous Improvement/Process Improvement

IV. Customer Management Escalation

• Ensure continual, clear and relevant communication among team members
• Leverage identified operational performance and trends to reduce escalations and complaints
• Demand and reinforce high levels of data quality and case management excellence throughout the lifecycle of each issue
• Prioritize and build business case with measurement scorecard for continuous improvement and other programs

V. Administrative / Other

• Timely completion of any Company or Department required training
• Timely completion of internal company documentation
• Performs other duties as assigned

Requirements

• Bachelor's degree preferred
• 5+ years of experience in management consulting, strategic operations, operational excellence, and/or process improvement
• 5+ years of experience in leading change for continuous improvement and transformational technology and process initiatives in an iterative, cross‑functional, and fast‑paced environment
• 5+ years of experience in an operational environment; experience with Product implementation & Support organizations highly desired
• Experience in workforce management, quality assurance and understanding of standard processes strongly desired
• Experience leading Salesforce, CRM or other large enterprise technology changes is desired
• Strong MS Office skills, particularly advanced PowerPoint, Excel, and Power BI
• Excellent analytical, problem‑solving, listening, interpersonal, and verbal/written communication skills
• Strong leadership, group facilitation, emotional intelligence, and project management skills
• Experience with successful implementations of complex technology changes / implementations
• Experience working in SaaS, Healthcare, Medical Device, Pharmaceutical and/or Engineering environments
• Experience working with Customer Service Call Centers and/or Field Technicians is a plus
• Flexible in working hours and be available for on‑call operations support

At BD, we prioritize on‑site collaboration because we believe it fosters creativity, innovation, and effective problem‑solving essential in the fast‑paced healthcare industry. For most roles, a minimum of 4 days of in‑office presence per week is required. Remote or field‑based positions will have different workplace arrangements indicated in the posting.

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

To learn more about BD visit: https://bd.com/careers

Primary Work Location
MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift
MY2 Night 10p-7a Mon‑Fri (Malaysia)