Job Description
We, SummitNext Technologies Sdn. Bhd. , are a BPO and Technology Solutions provider where innovation meets excellence.
As we continue our rapid expansion, we are seeking an experienced and dynamic Quality Assurance & Training Manager to lead our quality management and training functions. This role ensures service excellence, drives continuous improvement, and develops our talent to meet business goals.
Position
Quality Assurance & Training Manager
Job Responsibilities
Quality Management
- Oversee and manage the Quality Assurance (QA) team to ensure adherence to call center KPIs, SOPs, and client expectations.
- Design and implement quality monitoring processes, scorecards, and feedback systems.
- Analyze QA data to identify trends, root causes, and areas for improvement.
- Develop and execute quality improvement initiatives to enhance service delivery and customer satisfaction. ...