Shared Services QA Lead

TRANSCOSMOS (MALAYSIA) SDN. BHD.; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

TRANSCOSMOS (MALAYSIA) SDN. BHD. seeks a Shared Services QA Lead to oversee QA across IT Helpdesk, Global Services Desk, and B2B/B2C support.

You will ensure quality standards, monitor performance, analyze data, and drive continuous improvement with Operations, Training, WFM, PM, and clients. You will lead audits, resource allocation, and cross-functional collaboration to translate quality insights into measurable business outcomes.

Qualifications

• Diploma or higher qualification in a relevant field; SPM may be considered with QA leadership experience.
• At least 3 years of Quality Assurance or QA Analyst experience in contact centre, BPO, IT support, or related service environment.
• At least 1–2 years in a QA leadership, supervisory, or equivalent role.
• Experience in B2B/B2C operations, RCA, CAPA, quality governance and continuous improvement is preferred.

Responsibilities

• Lead and oversee QA activities across projects ensuring coverage and consistent application of quality standards.
• Manage QA resources, audits, workload, and deliverables per project requirements.
• Oversee quality monitoring across tickets, calls, chats, emails, and other processes.
• Ensure QA evaluations are objective and aligned with standards and client requirements.
• Identify quality gaps from audit findings and drive improvement opportunities.
• Lead RCA to identify root causes and implement corrective actions with stakeholders.

Skills

Quality Assurance

Leadership

Stakeholder mgmt

Quality metrics

Analytical thinking

Education

Diploma or higher in a relevant field

COPC/Six Sigma/ISO 9001 advantage

Tools

Power BI

Excel

Audit tools

Job description

The Shared Services QA Lead manages and oversees Quality Assurance activities across assigned IT-related service operations, including IT Helpdesk, Global Services Desk, and B2B and B2C support services. The role ensures consistent quality standards, effective monitoring, performance analysis, root cause identification, and continuous improvement across multiple projects. Working closely with Operations, Training, WFM, Project Management, clients, and other stakeholders, the QA Lead translates quality insights into measurable business improvements and sustainable service enhancements.

Key responsibilities

Lead and oversee Quality Assurance activities across assigned projects, ensuring effective coverage, timely execution, and consistent application of quality standards.

Manage QA resources, audit allocation, workload distribution, and deliverables according to project requirements and business priorities.

Oversee quality monitoring across tickets, calls, chats, emails, and other operational processes.

Ensure quality evaluations are objective and consistent with quality frameworks, SOPs, client requirements, and service standards.

Review audit findings to identify quality gaps, recurring defects, operational risks, and improvement opportunities.

Oversee B2B quality assessments covering case handling, technical accuracy, documentation, escalation, resolution effectiveness, compliance, and service standards.

Oversee B2C customer interaction quality, including information accuracy, communication, professionalism, empathy, language, tone, and customer experience.

Lead structured Root Cause Analysis to identify underlying and systemic causes of quality and operational performance gaps.

Develop Corrective and Preventive Actions with relevant stakeholders and drive solutions addressing root causes.

Identify opportunities for process optimisation, standardisation, automation, error prevention, and service improvement.

Establish and manage improvement plans with baselines, targets, milestones, timelines, action owners, and defined success criteria.

Track improvement initiatives from issue identification and implementation through validation, closure, and post-implementation review.

Maintain quality governance, evaluation criteria, KPIs, audit trails, calibration records, and other required documentation.

Analyse quality and operational data to identify trends, correlations, recurring issues, and performance gaps.

Prepare and present quality performance updates, analytical insights, recommendations, and risk escalations to management, Operations, and clients.

Act as the quality liaison between Operations, clients, and relevant support functions while maintaining an independent and objective perspective.

Lead, coach, and develop Quality Analysts through performance reviews, coaching sessions, capability assessments, and knowledge-sharing initiatives.

Identify opportunities to use technology, automation, AI, analytics, dashboards, and reporting tools to improve QA efficiency and effectiveness.

Support additional quality initiatives, cross-functional projects, and business requirements as assigned by management.

What we're looking for

Diploma or higher qualification in a relevant field. Candidates with SPM may be considered with sufficient relevant Quality Assurance and leadership experience.

At least 3 years of Quality Assurance or Quality Analyst experience in a contact centre, BPO, IT support, customer service, or related service environment.

At least 1 to 2 years of experience in a QA leadership, supervisory, or equivalent role.

Experience managing QA activities across multiple projects or service environments is preferred.

Experience in B2B and/or B2C operations, Root Cause Analysis, CAPA, quality governance, calibration, and continuous improvement is preferred.

Experience in client and stakeholder management.

COPC, Six Sigma, ISO 9001, or another relevant Quality Management certification is an advantage.

Strong leadership, people management, analytical, logical, critical-thinking, problem-solving, and solution-oriented capabilities.

Ability to translate quality findings into practical improvement initiatives and measurable business outcomes.

Ability to manage multiple projects, competing priorities, and resource requirements.

Strong understanding of quality governance, KPI and SLA management, and performance measurement.

Strong communication, presentation, negotiation, and stakeholder management skills.

Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

Experience with reporting and data visualisation tools such as Power BI is preferred.

Ability to work independently, make sound decisions, take ownership of deliverables, and adapt to different IT-related service environments.

Transcosmos launched operations in 1966. Since then we have combined superior People with the latest Technology to enhance the competitive strength of our client companies by providing them with superior and valuable services.

Transcosmos currently offers Cost Reduction Services (Contact Center, Back Office services for HR/Finance.Sales departments, Order Management and supply chain management, and system development and operation) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website development and operation, Smartphone/ SNS Utilization, and Telemarketing).

Transcosmos continues to pursue operational excellence by providing these services through our 171 locations in 32 countries with a focus in Asia.

Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos has been providing a comprehensive One-Stop Global E-Commerce services to deliver the products and services of our clients to consumers in over 49 countries.

Transcosmos continues won fourth consecutive year for Five-star rating service partner by TMall (Alibaba) since 2016.

Transcosmos aims to be the "Global Digital Transformation Partner" of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever changing business environment.