Quality Manager - KL

Teleperformance USA; Petaling Jaya; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading company in customer experience management is seeking a Quality Manager to drive and manage quality assurance initiatives. The successful candidate will ensure the adherence to the organization's BEST QA standards while boosting operational effectiveness through data analysis and collaboration across teams. Applicants should ideally have management experience in BPO and relevant quality certifications, along with a proven track record of delivering improvements in quality within a fast-paced environment.

Qualifications

• Experience in managing quality in BPO or contact centers.
• 3+ years of management experience in cross-functional teams.
• Strong practical experience with Excel.

Responsibilities

• Lead and manage a QA team and drive quality assurance audits.
• Implement continuous improvement strategies within the programs.
• Collaborate with Training and Operations to enhance quality in operations.

Skills

Management

Cross-functional collaboration

Data analysis

Problem-solving

Communication

Critical thinking

Education

Quality certification (Lean Six Sigma, TQM)

Tools

Excel

Job description

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Lead and manage a QA team - introduce and manage initiatives related to quality assurance audits, drive audit automation and efficiency, 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.

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 process 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