Quality Assurance

2 days ago

Sungai Petani, Malaysia SummitNext Technologies Sdn Bhd Full time

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

**Responsibilities**:
**Quality Management**:

- Oversee and manage the Quality Assurance (QA) team to ensure adherence to call center KPIs, SOPs, and client expectations.
- Design and implement quality monitoring processes, scorecards, and feedback systems.
- Analyze QA data to identify trends, root causes, and areas for improvement.
- Develop and execute quality improvement initiatives to enhance service delivery and customer satisfaction.

**Training Management**:

- Plan, design, and deliver onboarding, upskilling, and refresher training programs.
- Create and update training materials, SOPs, and knowledge bases in line with operational requirements.
- Conduct training needs analysis to identify skills gaps and recommend targeted learning interventions.
- Evaluate training effectiveness through assessments, performance tracking, and feedback.

**Leadership & Collaboration**:

- Work closely with Operations, HR, and Client Management teams to align quality and training strategies with business goals.
- Lead, coach, and mentor QA and training team members to achieve individual and departmental KPIs.
- Manage reporting, documentation, and compliance requirements.

**Job Requirements**
- Bachelors degree or Diploma in Business, Communications, Training, or related field.
- Minimum 3-5 years of experience in quality assurance and/or training within the BPO or call center industry.
- Strong analytical skills with the ability to interpret performance data and drive actionable insights.
- Excellent communication, facilitation, and coaching skills.
- Proficiency in Microsoft Office Suite and QA tools.
- Proven leadership skills with experience managing a team.
- Ability to work in a fast-paced, target-driven environment.

**Job Type**
Full-time, 5 days a week (rotational shifts if required)

**Salary**
- Competitive based on experience

**Benefits**
- EPF, SOCSO
- Annual leave, maternity leave, etc.
- Birthday leave
- Opportunities for promotion and career growth
- Professional development and certification opportunities

**Expected Start Date**
[Immediately]

**Know more about us**:

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