Quality Manager - Penang

Teleperformance USA; Bayan Lepas; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading outsourcing company in Bayan Lepas, Malaysia is seeking a Quality Manager to lead a QA team and drive quality initiatives. This role requires overseeing quality improvement projects within the contact center environment and collaborating with cross-functional teams. Candidates should have a minimum of 3 years in management within BPO, strong Excel skills, and a passion for delivering excellent support experiences.

Qualifications

• 3+ years of demonstrated management ability in BPO or contact centers.
• Proven track record of collaborating with cross-functional groups.
• Experience driving quality improvement projects.

Responsibilities

• Set and drive the Quality strategy within the programs.
• Drive continuous improvement within supported programs.

Skills

Quality management experience in BPO

Management ability across diverse functions

Strong practical experience with Excel

Excellent communication skills

Strong critical thinking

Problem-solving skills

Education

Quality certification (e.g. Lean Six Sigma)

Tools

Excel

Job description

Overview

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.

Responsibilities

• 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.

Qualifications

• 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