QA Manager (Call Centre)
On-siteSungai Petani, Kedah, Malaysia
Job Summary
Oversee the Quality Assurance team to ensure adherence to call center KPIs, SOPs, and client expectations while designing monitoring processes and analyzing data to identify trends and root causes. Plan, design, and deliver onboarding, upskilling, and refresher training programs, creating materials and conducting needs analyses to address skills gaps. Lead and mentor QA and training staff, collaborating with Operations, HR, and Client Management to align strategies with business goals. Manage reporting, documentation, and compliance requirements to drive continuous improvement and service excellence. Work in a fast-paced, target-driven environment with rotational shifts, reporting to a manager with a Bachelor's degree in Business or Communications.
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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