Quality Manager

Job Summary:

We are seeking an experienced and detail-oriented Quality Manager to join our team. The Quality Manager will oversee all aspects of quality assurance within our organization, ensuring that services meet the highest standards of quality and reliability. The ideal candidate will have a strong background in quality management systems, excellent leadership skills, and a passion for continuous improvement.

Key Responsibilities:

• To plan, analyze, manage and review quality assurance program and processes and recommends quality process improvement to achieve customer satisfaction and customer retention.
  

• To manage and review quality assurance monitoring process and performance of the Call Center to achieve the targeted evaluation per month.
  

• To manage and review quality assurance calibration process and procedure to achieve calibration consistency for all Customer Service Representative of the Call Center services.
  

• To manage and review quality audit report done by client. To manage the quality initiative programs in order to address error found by client audit. To ensure quality initiative programs effectiveness in reducing errors and penalty amount for the Call Center
  

• To manage and review complaints/compliments process of external customers raised by client. Manage the process of complaint resolution (investigate, verify and resolve within targeted time) for the Call Center. To ensure quality initiative programs effectiveness in reducing errors and penalty amount for the Call Center
  

• To manage and review customer satisfaction survey process is being carried out throughout the Call Center to gain customer feedback
  

• To provide guidance and leadership to Quality Team in conducting coaching to improve competencies and to foster good relationship and development within the unit.
  

• To prepare and analyze training and quality assurance performance report of the Call Center recommend and implement action plans for service improvement
  

• To manage performance appraisal of Quality Leads.
  

• To participate and discuss in operational/client meetings on Quality process/policy and performance matters
  

• To plan for adequate resources & system capacity for all QA activities. To ensure adequate resources and facilities are there for quality staff to carry out their daily tasks.
  

  Key Requirement :

  
  1) SPM /Diploma holders with 1 - 2 years of Quality Manager experience preferred.
  
  2) Customer-centric / Strong customer service mindset
  
  3) Ability to work collaboratively with cross-functional teams.
  
  4) Independent and resourceful, and able to work under pressure.
  
  5) Desire to help others with patience and empathy.
  
  6) Meticulous, well organized, and with the ability to analyze and solve problems.
  
  7) Able to multi-task and effectively manage time.
  
  8) Proficiency in quality assurance software/tools.
  
  Required skill (s): Communication skill, Customer Service, Microsoft Office.
  
  Good communication skills with written and verbal proficiency in English and Bahasa Malaysia.
  

  How this career will benefit you:

  
  Career Path: You will have the opportunity to climb the corporate ladder to a managerial role in the future.
  
  Training & Development: TechnoMech provides internal & external training to employees who would like to improve their communication & business writing skills.
  
  Additional benefits - Performance incentives
  
  Contract length: subject to yearly renewal.
  
  Application Deadline: Ongoing Process
  
  Expected Start Date: Immediate
  
  Nationality: Only Malaysian
  
  Salary: Negotiable according to experience
  
  Job Types: Full-time, Contract, Fresh graduate
  
  Contract length: 12 months
  
  Benefits: Health insurance , Maternity leave , Opportunities for promotion , Parental leave
  
  Schedule: Normal Shift
  
  Supplemental pay types: Overtime pay , Performance bonus
  
  Education: SPM / Diploma/Advanced Diploma (Preferred)
  

  Language:

  
  English (Preferred)
  
  Bahasa (Preferred)
  
  Shift availability: Day Shift
  
  Expected Start Date: With immediate effect
  
  Job Types: Full-time, Contract
  Contract length: 12 months
  
  Pay: RM3,000.00 - RM4,000.00 per month
  
  Benefits:
• Health insurance

Maternity leave

• Opportunities for promotion

Parental leave

• Professional development

Schedule:

• Fixed shift

Monday to Friday

Supplemental pay types:

Performance bonus