QA Manager (BPO)
On-siteKuala Lumpur, Kuala Lumpur, Malaysia
Job Summary
Oversee the QA team to ensure adherence to call center KPIs, SOPs, and client expectations by designing monitoring processes, scorecards, and feedback systems. Analyze QA data to identify trends and root causes, then execute improvement initiatives to enhance service delivery and customer satisfaction. Plan and deliver onboarding, upskilling, and refresher training programs while creating materials and knowledge bases aligned with operational requirements. Conduct training needs analysis to address skills gaps and evaluate effectiveness through assessments and performance tracking. Lead, coach, and mentor team members to achieve individual and departmental KPIs while collaborating with Operations, HR, and Client Management teams. Manage reporting, documentation, and compliance requirements within a fast-paced, target-driven environment.
Required Qualifications
- Bachelors degree or Diploma in Business, Communications, Training, or related field
- Minimum 3-5 years of experience in quality assurance and/or training within the BPO or call center industry
- Strong analytical skills with the ability to interpret performance data and drive actionable insights
- Excellent communication, facilitation, and coaching skills
- Proficiency in Microsoft Office Suite and QA tools
- Proven leadership skills with experience managing a team
- Ability to work in a fast-paced, target-driven environment
- 5 days a week (rotational shifts if required)
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