{"id":3513500,"url":"https://alion.io/job/summit-next-qa-manager-call-centre","title":"QA Manager (Call Centre)","company":{"id":4489191,"name":"SummitNext","domain":"summitnext.com","url":"https://alion.io/company/summit-next","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sungai Petani, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Instagram","optional":true},{"name":"LinkedIn","optional":true}],"status":"live","first_seen_at":"2026-10-30T09:11:31Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-02T17:52:49Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"We, SummitNext Technologies Sdn. Bhd., are a BPO and Technology Solutions provider where innovation meets excellence.\nAs 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.\nPosition\nQuality Assurance & Training Manager\nJob Responsibilities\nQuality Management:\nOversee and manage the Quality Assurance (QA) team to ensure adherence to call center KPIs, SOPs, and client expectations.\nDesign and implement quality monitoring processes, scorecards, and feedback systems.\nAnalyze QA data to identify trends, root causes, and areas for improvement.\nDevelop and execute quality improvement initiatives to enhance service delivery and customer satisfaction.\nTraining Management:\nPlan, design, and deliver onboarding, upskilling, and refresher training programs.\nCreate and update training materials, SOPs, and knowledge bases in line with operational requirements.\nConduct training needs analysis to identify skills gaps and recommend targeted learning interventions.\nEvaluate training effectiveness through assessments, performance tracking, and feedback.\nLeadership & Collaboration:\nWork closely with Operations, HR, and Client Management teams to align quality and training strategies with business goals.\nLead, coach, and mentor QA and training team members to achieve individual and departmental KPIs.\nManage reporting, documentation, and compliance requirements.\nJob Requirements\nBachelors degree or Diploma in Business, Communications, Training, or related field.\nMinimum 3-5 years of experience in quality assurance and/or training within the BPO or call center industry.\nStrong analytical skills with the ability to interpret performance data and drive actionable insights.\nExcellent communication, facilitation, and coaching skills.\nProficiency in Microsoft Office Suite and QA tools.\nProven leadership skills with experience managing a team.\nAbility to work in a fast-paced, target-driven environment.\nJob Type\n5 days a week (rotational shifts if required)\nSalary\nCompetitive based on experience\nBenefits\nEPF, SOCSO\nAnnual leave, maternity leave, etc.\nBirthday leave\nOpportunities for promotion and career growth\nProfessional development and certification opportunities\nExpected Start Date\n[Immediately]\nKnow more about us:\nGlassdoor: https://www.glassdoor.com/Reviews/SummitNext-Technologies-Reviews-E7227743.htm\nInstagram: https://www.instagram.com/summitnexttechnologies\nLinkedIn: https://www.linkedin.com/company/summitnext-technologies/\nWebsite: https://summitnext.com/","description_format":"text","description_chars":2710,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Annual leave","Professional 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