Quality Assurance Manager

4 days ago


Petaling Jaya, Selangor, Malaysia Teleperformance Full time
Job Overview:
As a Quality Assurance Manager at Teleperformance, you will be responsible for leading and managing a QA team to drive quality assurance audits, audit automation, and efficiency. You will work closely with operations leaders to drive operational quality improvement and set the quality strategy within programs in accordance with the Teleperformance BEST QA standard.

Key Responsibilities:
• Lead and manage a QA team to introduce and manage initiatives related to quality assurance audits
• Drive audit automation and efficiency, effective client and program level engagements
• Collaborate with Training using data analysis to identify areas of opportunities to introduce training or coaching to further improve quality in operations
• Set and drive the Quality strategy within the programs in KL/PJ site and in accordance with the Teleperformance BEST QA standard

Required Skills and Qualifications:
• Experience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams
• 3+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors etc.)
• Proven track record of collaborating with cross-functional groups to produce results
• Demonstrated ability to perform well in a rapidly changing and extremely global team
• Strong practical experience with Excel (PivotTable Charts Statistical functions) is required
• Excellent communication skills
• Strong critical thinking and exceptional problem-solving skills
• Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level
• Passion for our mission of ensuring a world class support experience for our community
• Quality certification (e.g. Lean Six Sigma TQM etc.) is a plus

Benefits:
As a Quality Assurance Manager at Teleperformance, you will have the opportunity to work with a global team, develop your skills and knowledge, and contribute to the delivery of excellent customer service.

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