Quality Manager - KL

Teleperformance; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a Quality Manager to lead a dynamic QA team in enhancing quality assurance processes. This role involves managing quality improvement initiatives, collaborating with cross-functional teams, and utilizing data analysis to drive operational excellence. The ideal candidate will have a proven track record in managing diverse functions and a passion for delivering a world-class support experience. Join a forward-thinking company that values innovation and teamwork, and make a significant impact on quality standards at a regional and global level.

Qualifications

• 3+ years of management experience in BPO or contact centers.
• Strong experience in quality assurance and process improvement.

Responsibilities

• Lead and manage a QA team to enhance quality assurance processes.
• Drive continuous improvement and collaborate with operations leaders.

Skills

Management Ability

Collaboration Skills

Communication Skills

Critical Thinking

Problem-Solving Skills

Excel Proficiency

Education

Quality Certification (Lean Six Sigma, TQM)

Tools

Excel

Job description

Qualifications

Requirements:

• Experience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams
• 3+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors, etc.)
• Proven track record of collaborating with cross-functional groups to produce results
• Demonstrated ability to perform well in a rapidly changing and extremely global team
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required; a plus
• Excellent communication skills
• Strong critical thinking and exceptional problem-solving skills
• Proven track record of breaking down complex processes and identifying key pain points in order to deliver business improvements at the regional or global level
• Passion for our mission of ensuring a world class support experience for our community
• Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus

Responsibilities

Lead and manage a QA team, introducing and managing initiatives related to quality assurance audits, driving audit automation and efficiency, and effective client and program level engagements. Work with the operations leaders to drive ops quality improvement. Actively use Lean 6 Sigma in projects to completion and quantification of impact. Collaborate with Training using data analysis to identify areas of opportunities to introduce training or coaching to further improve quality in operations.

• The Quality Manager will be responsible for setting and driving the Quality strategy within the programs in KL/PJ site and in accordance with the Teleperformance BEST QA standard. He will drive continuous improvement within the programs he supports.