Quality Manager (Mandarin Speaker)

Teleperformance Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 80,000 - 140,000; Full time

Job summary

Teleperformance Malaysia Sdn Bhd is seeking a detail-oriented quality leader to drive continuous improvement across our quality systems. You will conduct audits, implement CAPA, and collaborate with stakeholders to deliver measurable quality outcomes.

Responsibilities include planning and executing internal and external audits, analysing quality metrics, standardising processes, leading a high-performing team, and presenting insights to senior management to support business objectives.

Qualifications

• Bachelor’s degree in Engineering, Quality Management, Business, or a related field.
• Minimum 5 years of relevant experience in quality management, audit, or process improvement roles.
• Strong analytical and problem-solving skills with a focus on root cause analysis.
• Experience with quality frameworks and standards (e.g. ISO, Six Sigma, Lean methodologies) is an advantage.
• Highly organised with excellent attention to detail and ability to manage multiple priorities.
• Strong communication and stakeholder management skills.
• Proven leadership experience in coaching and developing teams.
• Proficient in data analysis and reporting tools (e.g. Excel, dashboards)

Responsibilities

• Develop, implement, and maintain quality standards across operations, including production, service delivery, and customer experience
• Identify potential risks and quality gaps, conducting root cause analysis and implementing preventive and corrective actions (CAPA)
• Plan and execute internal and external quality audits, ensuring compliance with organisational and regulatory requirements
• Analyse quality performance metrics and provide actionable insights to improve processes and efficiency
• Collaborate with cross-functional teams to drive process improvement initiatives and standardisation
• Establish and maintain quality documentation, including SOPs, policies, and audit reports
• Lead customer satisfaction and quality improvement initiatives aligned with business objectives
• Build and develop a high-performing quality team through coaching, mentoring, and structured training programs
• Conduct performance evaluations and provide continuous feedback to enhance team capabilities
• Prepare and present quality reports to senior management, highlighting risks, trends, and improvement plans

Skills

Analytical skills

Problem solving

Stakeholder management

Leadership

Communication

Coaching/mentoring

Education

Bachelor’s degree in Engineering, Quality Management, Business, or related field

Tools

Excel

Dashboards

Job description

The ideal candidate is a detail-oriented and strategic thinker who will drive continuous improvement across the organisation’s quality systems. This role is responsible for ensuring high standards in operations through audits, process enhancements, and collaboration with key stakeholders to deliver consistent and measurable quality outcomes.

Responsibilities

Develop, implement, and maintain quality standards across operations, including production, service delivery, and customer experience

Identify potential risks and quality gaps, conducting root cause analysis and implementing preventive and corrective actions (CAPA)

Plan and execute internal and external quality audits, ensuring compliance with organisational and regulatory requirements

Analyse quality performance metrics and provide actionable insights to improve processes and efficiency

Collaborate with cross-functional teams to drive process improvement initiatives and standardisation

Establish and maintain quality documentation, including SOPs, policies, and audit reports

Lead customer satisfaction and quality improvement initiatives aligned with business objectives

Build and develop a high-performing quality team through coaching, mentoring, and structured training programs

Conduct performance evaluations and provide continuous feedback to enhance team capabilities

Prepare and present quality reports to senior management, highlighting risks, trends, and improvement plans

Qualifications

Bachelor’s degree in Engineering, Quality Management, Business, or a related field (or equivalent practical experience)

Minimum 5 years of relevant experience in quality management, audit, or process improvement roles

Strong analytical and problem-solving skills with a focus on root cause analysis

Experience with quality frameworks and standards (e.g. ISO, Six Sigma, Lean methodologies) is an advantage

Highly organised with excellent attention to detail and ability to manage multiple priorities

Strong communication and stakeholder management skills

Proven leadership experience in coaching and developing teams

Proficient in data analysis and reporting tools (e.g. Excel, dashboards)

TP (Formerly Known As Teleperformance)

TP is a global leader in digital business services, delivering customer experience solutions for some of the world’s most respected brands. With over 410,000 employees across 170 countries, TP blends advanced technology with human empathy to support customers across voice, chat, email, and social platforms.

TP Malaysia is a certified Great Place to Work and a leading multilingual hub supporting more than 20 languages. The site has been recognized for innovation in AI, virtual reality training, and employee engagement.

This is where people grow, thrive, and succeed together through #MoreTogether.