Senior QA & Training Lead for Customer Support

OX Human Resources Consultancies; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

OX Human Resources Consultancies in Kuala Lumpur is seeking a Senior Team Lead / Assistant Manager – QA & Training to oversee the quality and training framework for the Customer Support team. You will develop QA standards, monitor performance across channels, identify gaps, and design effective training and coaching programmes to ensure consistently high service.

The role collaborates with Customer Support leadership and other stakeholders to drive continuous improvement, deliver an outstanding

Qualifications

• Experience developing and implementing QA standards and training programmes.
• Ability to monitor multi-channel interactions and provide actionable feedback.
• Strong leadership and stakeholder collaboration skills.

Responsibilities

• Develop and improve QA framework, policies, scorecards, and evaluation criteria.
• Monitor customer interactions across calls, emails, live chat, and other channels.
• Design onboarding, product, process, compliance, and customer service training programmes.
• Deliver refresher training and targeted coaching based on QA findings.
• Evaluate training effectiveness and implement improvements.

Skills

Quality Assurance

Team Leadership

Coaching

Training Development

Job description

OX Human Resources Consultancies in Kuala Lumpur is seeking a Senior Team Lead / Assistant Manager – QA & Training to oversee the quality and training framework for the Customer Support team. You will develop QA standards, monitor performance across channels, identify gaps, and design effective training and coaching programmes to ensure consistently high service.

The role collaborates with Customer Support leadership and other stakeholders to drive continuous improvement, deliver an outstanding