Quality Assurance Manager ( Mandarin Speaker)
- George Town, Pulau Pinang
- Permanent
- Full-time
- 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,
- 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.
- Medical Insurance provided
- EPF & SOCSO
- 5 working days
- Training provided
- Medical and Hospitalization Leave
- Medical and Hospitalisation Leave
- EPF / SOCSO / PCB
- Medical Insurance
- Training Provided
- Allowance Provided
- Performance Bonus
- 5 Working Days
Maukerja