Job Openings
Quality Assurance & Training Manager
About the job Quality Assurance & Training Manager
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]
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