Quality Manager - Penang
On-siteBayan Lepas, Penang, Malaysia
Job Summary
Lead and manage a QA team to introduce initiatives related to quality assurance audits, drive audit automation and efficiency, and execute effective client and program level engagements. Collaborate with operations leaders to drive ops quality improvement and actively use Lean Six Sigma to complete projects with quantified impact. Partner with Training using data analysis to identify opportunities for introducing training or coaching that further improves quality in operations. Set and drive the Quality strategy within programs in the KL/PJ site in accordance with the Teleperformance BEST QA standard while fostering continuous improvement across supported programs.
Required Qualifications
- Experience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams
- 3+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
- Proven track record of collaborating with cross-functional groups to produce results
- Demonstrated ability to perform well in a rapidly changing and extremely global team
- Excellent communication skills
- Strong critical thinking and exceptional problem-solving skills
- Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level
Desired Qualifications
- Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus
- Passion for our mission of ensuring a world class support experience for our community
- Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus
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