Manager, Quality Analyst

2 weeks ago

Kuala Lumpur, Malaysia SRG ASIA PACIFIC SDN. BHD. Full time

'¢ Responsible for the overall management of quality systems, standards, processes & plans for various Line of Business (LOBs), and operations '¢ Conduct quality audits and prepares comprehensive reports with suggestions for improvements; analyze severity and provide recommendations '¢ Develop and execute quality assurance, incorporating relevant quality standards and framework '¢ Identify performance patterns to address gaps in each LOBs, and operations '¢ Accountable for quality across operations and developing relevant recommendations to meet business deliverables '¢ Continuously coach and mentor the team to ensure improvement on quality rendered '¢ Work with functional leaders to drive improvement on services and processes '¢ Build relationships with stakeholders to create quality project roadmap '¢ Identify, drive and track strategic initiatives and measure results '¢ Undertake any other duties as-and-when assigned by the Management REQUIREMENTS: '¢ Graduate/Postgraduate with 5+ years of experience in Contact Centre managing TQM department/unit/campaign with ISO Certification '¢ Strong analytical skills & Co-ordination, Data Analysis & Problem Solving '¢ Six Sigma (Green/Black belt) is an added advantage '¢ Ability to manage departmental PnL in an added advantage '¢ Team Management & People Handling Ability '¢ Demonstrates high degree of leadership, and autonomous drive '¢ Experience in process design and mapping, establishing performance & data analysis '¢ Good planning and organizational skills and competent in decision-making '¢ Acute sense of professionalism and confidentiality with good leadership personality '¢ Experience in process-centric environment and focused on delivering high-value quality outputs
SRG ASIA PACIFIC, Established in 1996, SRG Asia Pacific Sdn Bhd has continuously progressed as a premier leading communications provider of outstanding services. Headquartered in KL Sentral, Kuala Lumpur, we are uniquely positioned to be globally connected, both physically as well as technologically. Comprising of energetic, enthusiastic and creative community, SRG Asia Pacific has expanded within a short span and growing further at a very aggressive rate on a monthly basis.
Bachelor's or Equivalent

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