Quality Assurance & Training Manager
Quality Assurance & Training Manager
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1 Vacancy
Job Description
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
- 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.
Job Type
5 days a week (rotational shifts if required)
Salary
- Competitive based on experience
Benefits
- EPF SOCSO
- Annual leave maternity leave etc.
- Birthday leave
- Opportunities for promotion and career growth
- Professional development and certification opportunities
Expected Start Date
Immediately
Know more about us:
Employment Type
Full Time
