Manager, Quality Assurance

4 weeks ago

Kuala Lumpur, Malaysia Malaysia Airlines Full time

**Reports To**:
**Senior Manager, Quality Assurance & Delivery**:
**Role Purpose**:
Lead, drive and monitor Quality Assurance team and ensure efficient and effective implementation of service quality assurance plans with highest integrity, accuracy, and ethical standards.

**Key Accountability**:

- Service Quality Assurance (SQA) Planning and Management: Conducting regular service quality assurance across all MAG pillar to ensure adherence to Group Customer Experience blueprint strategy and standards.
- Service Quality Assurance Execution: Independently evaluating quality and performance across all touchpoints using KPIs benchmarked against industry best practices and organizational goals.
- SQA Framework Maintenance: Regularly updating the SQA framework to incorporate learnings from VOC and updates in product/service policies.
- SQA Training Program Development: Leading the creation of a comprehensive training program for SQA audit staff, focusing on continuous learning, coaching, and professional growth.
- Engagement with Management and Business Units: Keeping open lines of communication with management and business units to discuss and report on service issues.
- SQA Standards Upholding: Establishing and maintaining high service quality standards that reflect the organization's brand and meet customer expectations.
- Continuous Service Quality Enhancement: Refining audit processes through evaluations for service delivery improvement, which may include process optimizations, technology updates, or procedural adjustments.
- Monitoring Mechanisms Implementation: Setting up continuous service quality assessment methods such as (but not limited to) customer surveys, feedback analysis, and mystery shopping within the QA Department's purview.
- Leadership and Team Development: Leading the QA team towards excellence and improvement, setting objectives, fostering teamwork, and ensuring regular training.

**Qualifications**:

- Diploma or Degree in any relevant field.
- Minimum 7 years of working experience in Quality Assurance, team management, customer experience and engagement.

**Skills & Knowledge**:

- Experienced in executing and maintaining QA strategies and process improvements.
- Experience in managing customer experience to enhance satisfaction.
- Proficiency in using data analysis for service quality improvements.
- Strong project management skills in executing QA initiatives.
- Experience in leading training programs for QA team, and engagement with Business Units to guide on SQA findings.

**Key Challenges**:

- Analytical thinker with the ability to uncover insights for quality improvement.
- Excellent communicator, skilled in both written and verbal communication.
- Effective leader, motivating teams towards service quality goals.
- Skilled problem-solver, adept at finding solutions in pressure situations.
- Agile and adaptable, embracing changes and new technologies for improvement.
- Detail-oriented, ensuring high-quality customer interactions.
- Customer-focused, prioritizing satisfaction and experience.

  • Manager, Quality Assurance

    2 hours ago

    Kuala Lumpur, Malaysia Malaysia Airline Full time

    **Position Title**: - Manager, Quality Assurance **Reports To**: **Senior Manager, Quality Assurance & Delivery**: **Role Purpose**: Lead, drive and monitor Quality Assurance team and ensure efficient and effective implementation of service quality assurance plans with highest integrity, accuracy, and ethical standards. **Key Accountability**: - Service...

  • Manager, Technical

    4 days ago

    Kuala Lumpur, Malaysia The Institute of Internal Auditors Malaysia Full time

    JOB DESCRIPTION Role in Technical and Advisory: 1. Technical Manager in providing technical input aligned with IPPF Standards and relating to Governance, Risk Management and Controls to technical engagements. 2. Educational Development Products management. Role in Quality Assurance: 1. Quality Assurance Manager in executing external quality assessment review...

  • Quality Assurance

    1 month ago

    Kuala Lumpur, Malaysia CELL BIOPEUTICS RESOURCES SDN BHD Full time

    Assists and supports the organization with initial compliance monitoring of conformance to established quality assurance processes and standards for manufacturing and production of cell therapy products. Performs evaluation of internal controls, communications, risk assessments and maintenance of documentation as related to compliance with internal and...

  • Quality Assurance Executive

    2 hours ago

    Kuala Lumpur, Malaysia TENBEX ENGINEERING SDN BHD Full time

    **Company Description** Tenbex Engineering Sdn. Bhd. (TESB) is an engineering company established in 2004 and based in WP. Kuala Lumpur. TESB operates in West and East Malaysia and serves as a licensed service contractor/vendor for oil companies such as PETRONAS, MURPHY, REPSOL, SHELL, and EXXON MOBIL. With a team of experienced personnel from various Oil &...

  • Quality Assurance

    1 month ago

    Kuala Lumpur, Malaysia JLL Full time

    JLL supports the Whole You, personally and professionally. **Responsibilities**: Advise, guide and support managers in the implementation of Quality Assurance and Control practices both on site and within the office environment. Prepare and develop the overall project Quality Assurance Plan, and effectively monitor implementation of QA / QC guidelines and...

  • Quality assurance

    4 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Recruit Express Sdn Bhd Full time

    Quality Assurance & Regulatory Affairs Executive (Mandarin Speaker) #MSL Description Job ScopeImplement quality assurance policies and procedures to ensure compliance with applicable regulations and standards.Support all aspects of the Quality Management System including updating QMS manuals, SOPs and forms, conducting internal audits, and follow-ups on...

  • Quality assurance

    1 month ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Recruit Express Sdn Bhd Full time

    Quality Assurance & Regulatory Affairs Executive #MSL Description Job ScopeImplement quality assurance policies and procedures to ensure compliance with applicable regulations and standards.Support all aspects of the Quality Management System including updating QMS manuals, SOPs and forms, conducting internal audits, and follow-ups on NC/CAPA.Investigate and...

  • Quality assurance

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Recruit Express Sdn Bhd Full time

    Quality Assurance & Regulatory Affairs Executive (Mandarin Speaker) #MSL Description Job ScopeImplement quality assurance policies and procedures to ensure compliance with applicable regulations and standards.Support all aspects of the Quality Management System including updating QMS manuals, SOPs and forms, conducting internal audits, and follow-ups on...

  • Quality assurance

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Recruit Express Sdn Bhd Full time

    Quality Assurance & Regulatory Affairs Executive #MSL Description Job ScopeImplement quality assurance policies and procedures to ensure compliance with applicable regulations and standards.Support all aspects of the Quality Management System including updating QMS manuals, SOPs and forms, conducting internal audits, and follow-ups on NC/CAPA.Investigate and...

  • Quality Assurance Specialist

    3 days ago

    Kuala Lumpur, Malaysia Canaan Communication & Technologies Sdn Bhd Full time

    **Quality Assurance**: - Develop and maintain quality assurance metrics and reporting systems. - Identify areas for improvement and recommend corrective actions to enhance service quality. - Collaborate with management to develop and implement quality improvement initiatives. - Facilitate one-on-one coaching sessions to address specific performance issues...

  • Quality Assurance Specialist

    1 month ago

    Kuala Lumpur, Malaysia G2G Full time

    **Job Scope** We are seeking a detail-oriented quality assurance specialist to be in charge developing and implementing quality assurance policies, conducting tests and inspections, identifying production, process, or product issues, and presenting solutions. This role will work closely with various departments to perform and validate test cases based on...

  • Quality Assurance Specialist

    1 week ago

    Kuala Lumpur, Malaysia G2G Full time

    **Job Scope** We are seeking a detail-oriented quality assurance specialist to be in charge developing and implementing quality assurance policies, conducting tests and inspections, identifying production, process, or product issues, and presenting solutions. This role will work closely with various departments to perform and validate test cases based on...

  • Software Quality Assurance Manager

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Electronic Arts Full time

    EA SPORTS FCBuilding on an incredible 30 year foundation, we're redefining football with EA SPORTS FC - a genre-leading ecosystem of interactive experiences, bringing a global community of football fans closer to The World's Game. Together, we're taking the largest football club in the world to new heights – and this is just the beginningWith more...

  • Software Quality Assurance Manager

    2 months ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Electronic Arts Full time

    EA SPORTS FCBuilding on an incredible 30 year foundation, we're redefining football with EA SPORTS FC - a genre-leading ecosystem of interactive experiences, bringing a global community of football fans closer to The World's Game. Together, we're taking the largest football club in the world to new heights – and this is just the beginningWith more...

  • Software Quality Assurance Manager

    2 months ago

    Kuala Lumpur, Malaysia Electronic Arts Full time

    EA SPORTS FC Building on an incredible 30 year foundation, we're redefining football with EA SPORTS FC - a genre-leading ecosystem of interactive experiences, bringing a global community of football fans closer to The World's Game. Together, we're taking the largest football club in the world to new heights – and this is just the beginning! With more...

  • Quality Assurance Executive

    7 days ago

    Kuala Lumpur, Malaysia Henosis Sdn Bhd Full time

    **Responsibilities**: - Conduct website testing and evaluations on websites to ensure adherence to quality standards. - Create, implement and maintain quality standards, processes and protocols. - Evaluate company website performance and ensure all is functioning and running as usual. - Conduct regular inspections on all website functions and processes. -...

  • Quality Assurance Executive

    6 days ago

    Kuala Lumpur, Malaysia Henosis Sdn Bhd Full time

    **Responsibilities**: - Conduct website testing and evaluations on websites to ensure adherence to quality standards. - Conduct quality check on customer service to ensure adherence to standard of procedures. - Create, implement and maintain quality standards, processes and protocols. - Evaluate company website performance and ensure all is functioning and...

  • Assistant Manager, Safety

    2 months ago

    Kuala Lumpur, Malaysia Malaysia Airline Full time

    **Job Title**: - Assistant Manager, Safety & Quality Assurance **Reports To**: - Manager, Airport Services Safety Assurance **Role Purpose**: - Manage and execute Safety and Quality Program for passenger and cargo Operations. Ensuring MAB staff and Ground Services Provider systemwide are complying to regulations and conformance to MAB standard...

  • Manager, Quality Assurance

    2 days ago

    Kuala Lumpur, Malaysia HSBC Full time

    -Job description **Some careers shine brighter than others.** If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. **Wealth and...

  • Quality Assurance Executive

    1 month ago

    Kuala Lumpur, Malaysia WPP Success Sdn Bhd Full time

    **Role Summary**: **Key Responsibilities**: - Conduct evaluations of Call Center and Customer Service interactions to ensure adherence to quality standards. - Implement and maintain Quality Assurance processes and protocols. - Evaluate the performance of Call Center and Customer Service representatives based on established criteria. - Provide constructive...