Quality Manager I

Job Title:

Quality Manager I

Job Description

The Quality Assurance (QA) Manager for is responsible for overseeing the QA processes to ensure that the services delivered meet established standards and client expectations. This role involves developing quality control systems, analyzing quality metrics, and leading a team of QA analysts to achieve operational excellence.

1. Quality Assurance Leadership:
  - Develop and implement quality assurance policies and procedures.
  - Lead and mentor the QA team, ensuring continuous skill development and performance improvement.
2. Quality Control:
  - Manage monitoring and evaluate outbound calls, emails, chats, and other customer interactions.
  - Conduct regular checks to ensure compliance with company and client standards.
3. Data Analysis and Reporting:
  - Analyze quality metrics and prepare detailed reports on findings.
  - Identify trends, root causes, and areas for improvement.
  - Present actionable insights and recommendations to senior management.
4. Client Interaction:
  - Liaise with clients to understand their quality expectations and requirements.
  - Provide regular updates on quality performance and address client concerns promptly.
5. Training and Development:
  - Develop training materials and conduct quality-focused training sessions for staff.
  - Implement corrective actions and performance improvement plans based on quality evaluations.
6. Continuous Improvement:
  - Drive continuous improvement initiatives to enhance service quality and efficiency.
  - Stay updated on industry best practices and integrate them into the QA process.
7. Compliance and Documentation:
  - Ensure compliance with relevant regulations and standards.
  - Maintain accurate and up-to-date quality assurance documentation.

Location:

MYS Kuala Lumpur Sentral - NU Tower 2 - Level 9 &10

Language Requirements:

Time Type:

Full time

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