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Assistant Manager - QA [GR_JB]
StarTek Inc.Malaysia, Malaysia2 hari lalu
Penerangan pekerjaanMinimum 3–5 years of experience in Quality Assurance, preferably in BPO or customer service environments Experience managing QA teams and working with high-volume accounts Strong knowledge of QA methodologies, tools, and metrics Excellent communication and stakeholder management skills Proficiency in data analysis tools
Key Responsibilities
- Develop and implement QA frameworks tailored to project operational requirements
- Collaborate with stakeholders to define KPIs and quality benchmarks
- Ensure consistent calibration across QA teams and operations
- Supervise and mentor QA Analysts and Specialists
- Conduct regular performance reviews and provide coaching for skill enhancement
- Foster a culture of continuous improvement and accountability
- Identify gaps in service delivery and recommend corrective actions
- Lead root cause analysis and implement preventive measures
- Drive automation and digitization of QA reporting and analytics
- Liaise with project’s quality and operations teams to align on expectations
- Present insights, trends, and recommendations to senior management
- Support client audits and compliance reviews
- Generate and analyze QA reports to track performance trends
- Provide actionable insights to improve customer satisfaction and operational efficiency
- Monitor adherence to SLAs and compliance standards
Key Requirements
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