About this role
QA Manager (Call Centre)
We, SummitNext Technologies Sdn. Bhd., are a BPO and Technology Solutions provider where innovation meets excellence.
As we continue our rapid expansion, we are seeking an experienced and dynamic Quality Assurance & Training Manager to lead our quality management and training functions. This role ensures service excellence, drives continuous improvement, and develops our talent to meet business goals.
Position Quality Assurance & Training Manager
Job Responsibilities
Quality Management:
- Oversee and manage the Quality Assurance (QA) team to ensure adherence to call center KPIs, SOPs, and client expectations.
- Design and implement quality monitoring processes, scorecards, and feedback systems.
- Analyze QA data to identify trends, root causes, and areas for improvement.
- Develop and execute quality improvement initiatives to enhance service delivery and customer satisfaction.
Training Management:
- Plan, design, and deliver onboarding, upskilling, and refresher training programs.
- Create and update training materials, SOPs, and knowledge bases in line with operational requirements.
- Conduct training needs analysis to identify skills gaps and recommend targeted learning interventions.
- Evaluate training effectiveness through assessments, performance tracking, and feedback.
Leadership & Collaboration:
- Work closely with Operations, HR, and Client Management teams to align quality and training strategies with business goals.
- Lead, coach, and mentor QA and training team members to achieve individual and departmental KPIs.
- Manage reporting, documentation, and compliance requirements.
Job Requirements
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Bachelors degree or Diploma in Business, Communications, Training, or related field.
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Minimum 3-5 years of experience in quality assurance and/or training within the BPO or call center industry.
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Strong analytical skills with the ability to interpret performance data and drive actionable insights.
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Excellent communication, facilitation, and coaching skills.
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Proficiency in Microsoft Office Suite and QA tools.
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Proven leadership skills with experience managing a team.
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Ability to work in a fast-paced, target-driven environment.
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Job Type
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5 days a week (rotational shifts if required)
Salary
- Competitive based on experience
Benefits
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EPF, SOCSO
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Annual leave, maternity leave, etc.
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Birthday leave
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Opportunities for promotion and career growth
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Professional development and certification opportunities
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Expected Start Date
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[Immediately]
Know more about us:
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Glassdoor: https://www.glassdoor.com/Reviews/SummitNext-Technologies-Reviews-E7227743.htm
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LinkedIn: https://www.linkedin.com/company/summitnext-technologies/
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Website: https://summitnext.com/
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