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:
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Oversee and manage the Quality Assurance (QA) team to ensure adherence to call center KPIs, SOPs, and client expectations.
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Design and implement quality monitoring processes, scorecards, and feedback systems.
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Analyze QA data to identify trends, root causes, and areas for improvement.
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Develop and execute quality improvement initiatives to enhance service delivery and customer satisfaction.
Training Management:
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Plan, design, and deliver onboarding, upskilling, and refresher training programs.
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Create and update training materials, SOPs, and knowledge bases in line with operational requirements.
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Conduct training needs analysis to identify skills gaps and recommend targeted learning interventions.
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Evaluate training effectiveness through assessments, performance tracking, and feedback.
Leadership & Collaboration:
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Work closely with Operations, HR, and Client Management teams to align quality and training strategies with business goals.
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Lead, coach, and mentor QA and training team members to achieve individual and departmental KPIs.
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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.
Job Type
Full-time, 5 days a week (rotational shifts if required)
Salary
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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
Expected Start Date
[Immediately]
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