Quality Manager
Agensi Pekerjaan JobScoper Sdn Bhd George Town Full-time
Bachelor’s Degree in Business, Management, or related field
- Fluency in English and Mandarin is a must (Written and Spoken)
- Minimum 5–8 years of experience in Quality Assurance within a BPO or contact center environment
- At least 2–3 years of experience in a leadership role
- Strong understanding of QA methodologies, call monitoring, and evaluation techniques
- Familiarity with Lean, Six Sigma, or other process improvement frameworks is an advantage
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management abilities
- Quality Framework & Governance
- Design, implement, and manage the Quality Assurance (QA) framework across all support channels (voice, email, chat)
- Define quality standards, scorecards, and evaluation criteria
- Ensure compliance with internal policies, client requirements, and industry standards
- Performance Monitoring & Reporting
- Oversee quality audits and ensure consistency through calibration sessions
- Track and analyze QA scores, CSAT, NPS, and other performance metrics
- Prepare and present regular quality reports with actionable insights
- Continuous Improvement
- Conduct root cause analysis (RCA) to identify performance gaps
- Drive corrective and preventive action plans (CAPA)
- Lead initiatives to improve service quality, efficiency, and customer experience
- Stakeholder Management
- Collaborate closely with Operations, Training, and Workforce Management teams
- Act as the point of contact for quality-related discussions with internal and external stakeholders
- Participate in client reviews and provide updates on quality performance
- Team Leadership & Development
- Lead and manage a team of Quality Analysts
- Conduct coaching, feedback, and development sessions to enhance team performance
- Ensure alignment of QA team objectives with overall business goals
- Training & Knowledge Support
- Work with Training teams to identify knowledge gaps and improve training effectiveness
- Support development of training materials based on QA findings and customer feedback
- Annual Leave
- Medical and Hospitalisation Leave
- EPF
- SOCSO
- EIS
- Annual Bonus
- Medical Insurance
- Training Provided
- 5 Working Days
Manpower Staffing Services (Malaysia) Sdn. Bhd.George Town
information, convey performance expectations and handle problems.
• Leadership skills to motivate team impact on quality, efficiency, and effectiveness
of the job discipline and department.
• Excellent client relationship skills.
• In-depth knowledge...
JAC Recruitment MalaysiaKulim, 25 km from George Town
production plans.
• Organize training for key production personnel on advanced technologies to enhance their technical competencies.
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George Town
and demonstrate why our client's dairy solutions are superior.
• Reporting to: Food Service Director MYSG
• Team size: sole contributor, managing distributor salesmen
• Join a global European dairy giant and one of the world's largest producers of high-quality...