Job Responsibility Define and implement the overall quality management strategy for the accommodation industry project. Lead, manage, and develop QA teams, ensuring high engagement, productivity, and performance. Partner with clients and internal stakeholders to align quality metrics, KPIs, and compliance standards. Drive quality governance, including calibration sessions, audits, and business reviews with clients. Analyze performance data to identify trends, risks, and opportunities, and recommend strategic improvements. Build and maintain quality frameworks, SOPs, and policies to meet client and regulatory requirements. Collaborate with Operations, Training, and Workforce teams to enhance customer experience and process efficiency. Oversee root cause analysis of recurring issues and design action plans to resolve systemic gaps. Job Requirements Fluent in Mandarin and English (spoken and written). Minimum 7 10 years of Quality Assurance experience in a BPO or service industry, with at least 3 5 years in a managerial capacity. Strong exposure to hospitality, travel, or accommodation-related projects is a plus point Proven track record of leading QA strategy, client engagement, and governance in large-scale projects. Excellent leadership, stakeholder management, and interpersonal skills. Strong analytical and presentation skills, with the ability to influence decision-making. Proficiency in QA tools, reporting platforms, Job Benefits Medical Insurance provided EPF & SOCSO 5 working days Training provided Medical and Hospitalization Leave Show more Show less