Quality Manager

Job Description: Quality Manager - BPO (Penang)

Position Overview:

The Quality Manager will oversee and manage the quality assurance processes within our BPO operations in Penang. The role requires fluency in both Mandarin and English and is essential for ensuring that our services meet the highest standards of excellence. The successful candidate will lead a team of quality analysts and work closely with operational teams to drive continuous improvement.

Key Responsibilities:

Quality Assurance Management:

Develop, implement, and maintain quality assurance protocols and procedures.

Monitor and evaluate the performance of BPO processes and services to ensure compliance with company standards and client expectations.

Conduct regular audits and assessments to identify areas for improvement.

Team Leadership:

Lead, mentor, and develop a team of quality analysts.

Provide training and support to team members to enhance their skills and knowledge.

Set performance goals and conduct regular performance reviews.

Performance Monitoring:

Analyze performance data and generate reports on key quality metrics.

Identify trends and provide insights to operational teams to drive improvements.

Develop and implement corrective action plans to address quality issues.

Client Interaction:

Collaborate with clients to understand their quality requirements and expectations.

Provide regular updates and reports to clients on quality performance.

Address and resolve client concerns and issues related to quality.

Continuous Improvement:

Foster a culture of continuous improvement within the organization.

Identify opportunities for process optimization and efficiency gains.

Implement best practices and innovative solutions to enhance quality.

Compliance and Standards:

Ensure compliance with industry standards and regulatory requirements.

Keep abreast of changes in quality standards and update procedures accordingly.

Qualifications:

Bachelors degree in a relevant field (e.g., Business Administration, Quality Management).

Proven experience in a quality management role within a BPO or similar environment.

Fluency in Mandarin and English (both written and spoken).

Strong leadership and team management skills.

Excellent analytical and problem-solving abilities.

Familiarity with quality management systems and tools.

Strong communication and interpersonal skills.

Ability to work under pressure and manage multiple tasks simultaneously.

Location:

Penang, Malaysia

Application Process:

Interested candidates are invited to submit their resume along with a cover letter detailing their relevant experience and qualifications. Please include examples of previous work in quality management and any relevant certifications

Regards

Swati

Mindpec Solutions

[Confidential Information]

Job Types: Full-time, Permanent

Pay: RM6,

• 00 - RM12,000.00 per month
  
  Benefits:
• Additional leave

Flexible schedule

• Health insurance

Maternity leave

• Opportunities for promotion

Professional development
Schedule:

• Day shift

Monday to Friday
Supplemental pay types:

• Performance bonus

Ability to commute/relocate:

• Bayan Lepas: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Do you speak Mandarin

Experience:

• BPO: 4 years (Preferred)

Language:

• Mandarin (Preferred)

* Cantonese (Preferred)

• English (Preferred)

Location:

• Bayan Lepas (Preferred)

Expected Start Date: 07/29/2024