Quality Assurance Manager
2 days ago
We are seeking a highly skilled Quality Assurance Manager to join our Compliance Operations team. As a key member of our team, you will be responsible for ensuring the delivery of high-quality compliance case review and maintaining performance standards across all Compliance Ops functions.
The successful candidate will develop and implement quality assurance processes, provide feedback to Compliance Ops functions to improve agent performance, and ensure efficient and high-quality implementation of compliance controls.
Key Responsibilities- Lead and manage a team of quality assurance specialists to provide guidance, mentorship, and support.
- Develop and implement quality assurance strategies, policies, and procedures for the Compliance Ops teams.
- Design and implement quality assurance programs to assess agent performance and adherence to Compliance standards.
- Conduct regular evaluations to assess agent performance, identify areas for improvement, and provide feedback and coaching.
- Analyze quality assurance data to identify trends, patterns, and areas of improvement, and provide recommendations for training and process enhancements.
- Collaborate with operation leads and trainers to develop and deliver training programs to address performance gaps and improve agent skills.
- Establish key performance indicators (KPIs) and quality metrics to measure and track operation teams' performance.
- Conduct root cause analysis of quality issues and customer complaints to identify systemic problems and develop action plans for improvement.
- Collaborate with Compliance Ops leadership to develop and implement quality improvement initiatives, standard operating procedures, and best practices.
- Ensure compliance with regulatory requirements and industry standards.
- Minimum 3 years experience in Quality Assurance management field with a proven track record of designing and implementing effective quality monitoring programs.
- Strong leadership skills with the ability to manage a team of quality assurance analysts and drive change.
- Strong knowledge of Compliance and Compliance Operations of CDD/AML/Sanction and quality assurance methodologies.
- Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and make data-driven decisions.
- Strong coaching and feedback skills, with the ability to provide constructive feedback and develop action plans for performance improvement.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
- Knowledge of QA KPIs and performance metrics, and the ability to develop and track metrics to assess performance.
- Competitive remuneration package
- Meal Allowance up to RM 500/month
- Monthly Team Building
- RM 2500 Benefits per annum (Training & Wellness)
- Yearly Bonus
- Convenient workplace (5 minutes walk from MRT TRX).
- Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
- Employee engagement, recognition, and appreciation program.
- Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.
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