Quality Manager

Job Title

Quality Manager (Mandarin Communication Skills Required)

Location

Cyberjaya (Work from Office)

Contract Type

12-Month Renewable Contract

Working Hours

Rotational shifts between 7:00 AM – 1:00 AM.

Any 5 days/week with 2 days off.

Shift Timings

• Morning Shift: 7:00 AM – 4:00 PM
• Afternoon Shift: 4:00 PM – 1:00 AM

What We Offer

• Competitive salary package
• Car parking allowance
• Attractive medical and health benefits
• Career growth opportunities in a supportive work culture

Job Summary

We are seeking a strategic and detail‑oriented Quality Manager with strong Mandarin language skills (speaking, reading, writing) and English proficiency (minimum B1 level).

The ideal candidate should have 5+ years of experience in BPO/IT call center quality roles , with at least 2 years in a managerial capacity .

Prior experience in KYC operations will be an added advantage.

Key Responsibilities

• Lead the quality assurance function across assigned processes
• Define QA frameworks, KPIs, and performance benchmarks
• Drive continuous improvement and root cause analysis initiatives
• Conduct regular quality audits and ensure policy compliance
• Collaborate with Operations, Training, and Client teams to enhance quality
• Mentor QA analysts and ensure consistent performance calibration
• Share actionable insights and reports with leadership and clients

Key Requirements

• Minimum 5 years’ experience in BPO/IT quality roles
• Proficient in Mandarin (reading, writing, speaking) – mandatory
• English communication at B1 level or higher
• In-depth knowledge of QA methodologies and tools
• KYC experience is a plus
• Strong leadership, analytical, and stakeholder management skills
• Willingness to work in rotational shifts

Application Process

If you meet all the requirements outlined for this role, we encourage you to apply (Please note that only shortlisted candidates will be contacted)

Equal Employment Opportunity

Tech Mahindra is an Equal Employment Opportunity employer.

We promote and support a diverse workforce at all levels of the company.

All qualified applicants will receive consideration for employment without regard to race, religion, color, gender, age, national origin, creed, family status, social status, disability, labour union membership, pregnancy or related condition, political affiliation, ethnicity, sexual orientation, marital status, military/veteran status or any other characteristic protected by applicable law / regulations.

All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations.

Reasonable accommodations also are available in the hiring process for applicants.

Job Details

• Seniority level: Mid‑Senior level
• Employment type: Full‑time
• Job function: Customer Service, Quality Assurance, and Project Management
• Industries: IT Services and IT Consulting, Telephone Call Centers