Sr Director - Quality

Teleperformance; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Teleperformance is seeking a senior Quality Lead in Malaysia to manage quality and compliance programs across multiple campaigns. The role focuses on building robust frameworks, governing audits, and driving performance with measurable outcomes.

You will lead quality managers and specialists, drive training effectiveness, and align quality initiatives with business results for on-site operations.

Qualifications

• Must be a graduate.
• 15+ years of BPO quality experience, with senior management exposure.
• Led large teams across multiple processes for 5+ years.

Responsibilities

• Be the primary point of contact for quality/compliance matters for the client.
• Build and maintain stakeholder relationships aligning quality audits with operations.
• Develop operating models and infrastructure for quality programs with standardized delivery and reporting.

Skills

Quality management

Stakeholder communication

Team leadership

Quality audits

Process improvement

Education

Bachelor's degree

Tools

MS Office

SAP

Job description

Key Responsibilities

• Be the primary point of contact for Client for Quality / Compliance related matters
• Build and maintain stakeholder relationships that align quality audits with operational success
• Develop the Operating model and infrastructure for all quality programs by establishing standardized methods for delivery, evaluation, measurement, performance and reporting Leverage technology.
• Lead a team of quality managers and specialists who will be focused on enhancing employee skills at our sites
• Assess and track training effectiveness through the use of metrics, linking decisions to business results
• Provide direction for quality teams in India Geo, responsible for quality audits and compliance.
• Design & Execute Quality Framework to ensure a surprise free transactions processing
• Lead Gage RnR Sessions with QAs / FLMs & Ops managers to analyze & minimize variation in interpretation of the process & fix gaps by arranging refreshers/pkts for floor & leads.

Education and Specific Training / Work Experience

• Must be a graduate
• Minimum 18 - 20 years work experience of which 15+ years should be in BPO in quality domain
• Work experience at a senior managerial level of leading large teams across multiple processes
• Should have handled multiple campaigns as Quality Lead for last 5+ years

Technical Skills

• Usage of MS Office
• Knowledge of SAP would be an advantage