The Assistant Quality Assurance (QA) Manager supports the Quality Assurance Manager in leading and overseeing quality processes, ensuring service excellence, and driving continuous improvement. This role is critical in monitoring and evaluating multilingual interactions (Mandarin, Cantonese, and English) to maintain high standards of accuracy, compliance, and customer experience. Based in Johor, the role also involves supervising QA teams, reporting quality performance, and supporting business and client requirements.

• Education: Diploma/Degree in Business, Communications, Linguistics, or related field.

• Experience:

  • 3–5 years of experience in Quality Assurance within a BPO, contact center, or service-related environment.

  • At least 1–2 years in a supervisory/assistant manager role.

• Language Proficiency:

  • Fluent in Mandarin, Cantonese, and English (spoken and written).

  • Ability to assess linguistic accuracy and nuances across multiple languages.

• Skills:

  • Strong leadership, coaching, and people management skills.

  • Analytical mindset with attention to detail.

  • Proficiency in QA tools, reporting systems, and Microsoft Office/Google Workspace.

  • Excellent communication, problem-solving, and presentation skills.

• Quality Management

  • Oversee day-to-day QA operations, including call, chat, and email evaluations.

  • Ensure quality monitoring frameworks and scorecards are consistently applied across Mandarin, Cantonese, and English interactions.

  • Conduct calibration sessions to align evaluation standards within the QA team and operations.

• Team Leadership & Support

  • Supervise and support QA Analysts; provide guidance, feedback, and training.

  • Act as a deputy to the Quality Assurance Manager in managing team performance.

  • Assist in resource planning, task allocation, and team development.

• Continuous Improvement

  • Identify recurring issues, service gaps, and training needs from QA evaluations.

  • Recommend process improvements to enhance customer satisfaction and efficiency.

  • Collaborate with training and operations teams to implement corrective action plans.

• Compliance & Reporting

  • Ensure adherence to client and company quality standards, policies, and compliance requirements.

  • Prepare quality performance reports and share insights with management.

  • Support internal and external audits when required.