Quality Assurance & Training Manager

• 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.

• 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.

• 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.

• 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.

• Competitive based on experience

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

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