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QA Manager (Call Centre)

QA Manager (Call Centre)

SummitNext Technologies Sdn BhdSungai Petani, Kedah, Malaysia
20 days ago
Job type
  • Quick Apply
Job description

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

Job 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

    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 :

  • Glassdoor : https : / / www.glassdoor.com / Reviews / SummitNext-Technologies-Reviews-E7227743.htm
  • Instagram : https : / / www.instagram.com / summitnexttechnologies
  • LinkedIn : https : / / www.linkedin.com / company / summitnext-technologies /
  • Website : https : / / summitnext.com /
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    Qa Manager • Sungai Petani, Kedah, Malaysia

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