Sales Quality Assurance Manager - Mandarin - KL

Qualifications

1. Minimum Education Requirement
2. Minimum Relevant Work Experience

• Degree in any discipline
• For Internal - Minimum 1-2 year of Quality Assistant Manager experience / Being in the TPMY team is desired
• For External - Minimum 3 years of Quality Leadership experience on papers

C. Skills

• Experience within customer services, experience in moderation will be preferred
• Excellent leadership and communication skills
• Ability to deal with demanding customers and escalations
• Fast learner and able to cope in a fast-paced environment
• Language proficiency in English & Mandarin is mandatory
• Can work independetly and has a good sense of responsibility
• Commited to learning
• Ownership

D . Preferred Qualifications

• Phenomenal communication, presentation and public speaking skills
• Organizational and time management abilities
• Critical thinking, analytical and decision-making abilities
• People & Client Management
• COPC / LSS Certified

Responsibilities

Strategic Leadership

• Develop and implement the overall QA strategy aligned with organizational goals.
• Lead the QA department in setting quality benchmarks and performance standards.
• Drive continuous improvement initiatives across customer service operations.

Team Management and Development 

• Oversee recruitment, training, and performance management of QA personnel.
• Mentor and coach QA leads and team members to build a high-performing team.
• Foster a culture of accountability, collaboration, and professional growth.

Operational Excellence

• Ensure QA processes are standardized, documented, and consistently followed.
• Monitor and analyze QA metrics to identify trends and areas for improvement.
• Coordinate with operations to ensure quality targets are met or exceeded.

Cross-Functional Collaboration

• Work closely with client services, training, and operations to align QA objectives.
• Represent QA in client meetings and provide insights on quality performance.
• Collaborate with IT and analytics teams to enhance QA tools and reporting.

Risk Management and Compliance 

• Ensure compliance with client requirements, industry standards, and regulations.
• Identify quality risks and implement mitigation plans proactively.
• Lead internal audits and support external quality assessments.

Innovation And Technology

• Evaluate and implement new QA technologies and methodologies.
• Champion automation and AI-driven solutions to enhance QA efficiency.
• Stay updated on industry trends and integrate best practices into QA programs.