Quality Assurance Team Lead - Mandarin - Penang

Job Summary

The Quality Assurance (QA) Supervisor will be responsible for managing QA staff, ensuring timely
and effective implementation of all company’s policies, procedures, and maintaining a system of
quality and reliability testing for the products and development processes. Reports directly to QA
Manager.

Key Responsibilities:

• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact centre environment.
• Make recommendations and define strategies that solve critical business problems, through both established industry best practices and creative innovations.
• Ensuring timely completion of all client deliverables.
• Prepare reports, analysis, trend & run project when required to improve quality performance.
• Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives. 
• Package, deliver, and at times present key findings and briefings.
• Conduct random evaluations to identify areas of improvement as necessary.
• Conduct regular spot checks of the QAs’ audits and work on their development accordingly.
• Identify training needs by working with operations team and QA.

Requirements

• Minimum of 1 year of experience as a Quality Analyst Supervisor.
• Mandatory language proficiency in English.
• Experience in preparing and presenting written project status reports and executive briefings.
• Exceptional communication, presentation, and public speaking skills.
• Strong organizational and time management abilities.