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Quality Assurance Manager

2 weeks ago

Petaling Jaya, Selangor, Malaysia Teleperformance Full time
About Us

Teleperformance is a global leader in digital customer experience management.

Job Summary

We are looking for a skilled Quality Assurance Manager to lead our QA team in KL/PJ site. The ideal candidate will have experience in managing quality in Business Process Outsourcing or Contact Centres and will be responsible for driving continuous improvement within the programs they support.

Main Responsibilities
  • Set and drive the Quality strategy within the programs in accordance with the Teleperformance BEST QA standard.
  • Manage quality assurance audits and implement audit automation and efficiency improvements.
  • Collaborate with the operations leaders to drive quality improvement in operations.
  • Use Lean 6 Sigma to drive process improvements and measure impact.
Requirements
  • Experience in managing quality in Business Process Outsourcing or Contact Centres.
  • Demonstrated management ability across diverse functions.
  • Proven track record of collaborating with cross-functional groups to produce results.
  • Strong practical experience with Excel.
  • Excellent communication skills.
  • Strong critical thinking and problem-solving skills.
  • Passion for our mission of ensuring a world-class support experience for our community.