Quality Manager

1 week ago

George Town, Malaysia Teleperformance Full time

Qualifications:
A. Minimum Education Requirement

- Degree in any discipline

B. Minimum Relevant Work Experience

- For Internal - Minimum 1-2 year of Quality Assistant Manager experience / Being in the TPMY team is desired
- For External - Minimum 3 years of Quality Leadership experience on papers

C. Minimum Skill Requirements

**Responsibilities**:
Strategic Leadership
- Develop and implement the overall QA strategy aligned with organizational goals.
- Lead the QA department in setting quality benchmarks and performance standards.
- Drive continuous improvement initiatives across customer service operations. Team Management and Development - Oversee recruitment, training, and performance management of QA personnel.
- Mentor and coach QA leads and team members to build a high-performing team.
- Foster a culture of accountability, collaboration, and professional growth. Operational Excellence - Ensure QA processes are standardized, documented, and consistently followed.
- Monitor and analyze QA metrics to identify trends and areas for improvement.
- Coordinate with operations to ensure quality targets are met or exceeded. Cross-Functional Collaboration
- Work closely with client services, training, and operations to align QA objectives.
- Represent QA in client meetings and provide insights on quality performance.
- Collaborate with IT and analytics teams to enhance QA tools and reporting. Risk Management and Compliance
- Ensure compliance with client requirements, industry standards, and regulations.
- Identify quality risks and implement mitigation plans proactively.
- Lead internal audits and support external quality assessments. Innovation and Technology
- Evaluate and implement new QA technologies and methodologies.
- Champion automation and AI-driven solutions to enhance QA efficiency.
- Stay updated on industry trends and integrate best practices into QA programs.

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