Transcosmos Malaysia Hiring! Full Time Global QA Lead in Federal Territory, Earn up to MYR 10,000 - Ricebowl

A. Position Overview

As the Global QA Lead, you will oversee quality assurance for the gaming and tech support project across markets, leading a team of Quality Analysts to maintain consistent standards of customer support and operational excellence. Your role will involve setting quality benchmarks, developing and implementing quality assurance strategies, and providing leadership and mentorship to your team.

B. Key Responsibilities

1. Team Leadership and Management:

• Lead and mentor a team of Quality Analysts, providing guidance, support, and performance feedback.
• Conduct regular team meetings and one-on-one sessions to review performance, address challenges, and discuss professional development.
• Ensure that the team adheres to established quality standards, processes, and protocols.

2. Monitoring and Reporting:

• Oversee the monitoring of customer interactions to ensure compliance with quality standards, standard operating procedures (SOPs), and client requirements.
• Generate comprehensive reports on quality performance, including key performance indicators, trends, and areas for improvement.
• Present findings and recommendations to senior management and collaborate on action plans for quality enhancement.

3. Training and Development

• Provide training and support to Quality Analysts and customer service agents to enhance skills and knowledge.
• Stay updated on industry best practices and emerging trends in quality assurance to ensure the team’s practices are current and effective.

4. Collaboration:

• Work closely with other departments to address quality issues and implement improvements.
• Participate in calibration sessions and cross-functional meetings to ensure alignment on quality criteria and expectations.

5. Process Improvement:

• Identify areas for process improvement and recommend changes to enhance operational efficiency and effectiveness.
• Assist in the development and refinement of best practices and quality standards.

6. Ad-Hoc Responsibilities:

Perform any other duties as assigned by management to contribute to the effective implementation, maintenance, and continual improvement of company processes.

C. Qualifications

Educational Background: Possess at least Diploma and above, in any field. SPM graduates may be considered if they have relevant working experience.

Experience: Proven experience in a quality assurance role within a customer service or call center environment, with at least 2 years in a leadership or supervisory capacity. Candidates with Six Sigma/COPC certification are highly preferred.

Skills: o Strong leadership and team management abilities.

o Proficiency in Microsoft products, especially Excel and PowerPoint

o Excellent analytical skills with the ability to interpret data and provide actionable insights. o Effective communication and interpersonal skills, with the ability to interact with various levels of the organization.

o Ability to work under minimal supervision, multitask, and adhere to tight timelines and schedules

D. Working Location

• Based at Sunway Visio Tower, Lingkaran SV, Sunway Velocity, 55100 Kuala Lumpur

Pay: RM9,000.00 - RM10,000.00 per month

Ability to commute/relocate:

• Cheras: Reliably commute or planning to relocate before starting work (Required)

Experience:

• QA Lead: 2 years (Preferred)

Language:

• Mandarin (Preferred)

Work Location: In person