Overview

The ideal candidate is a detail-oriented and strategic thinker who will drive continuous improvement across the organisation's quality systems. This role is responsible for ensuring high standards in operations through audits, process enhancements, and collaboration with key stakeholders to deliver consistent and measurable quality outcomes.

Responsibilities

Develop, implement, and maintain quality standards across operations, including production, service delivery, and customer experience
Identify potential risks and quality gaps, conducting root cause analysis and implementing preventive and corrective actions (CAPA)
Plan and execute internal and external quality audits, ensuring compliance with organisational and regulatory requirements
Analyse quality performance metrics and provide actionable insights to improve processes and efficiency
Collaborate with cross-functional teams to drive process improvement initiatives and standardisation
Establish and maintain quality documentation, including SOPs, policies, and audit reports
Lead customer satisfaction and quality improvement initiatives aligned with business objectives
Build and develop a high-performing quality team through coaching, mentoring, and structured training programs
Conduct performance evaluations and provide continuous feedback to enhance team capabilities
Prepare and present quality reports to senior management, highlighting risks, trends, and improvement plans

Qualifications

Bachelor's degree in Engineering, Quality Management, Business, or a related field (or equivalent practical experience)
Minimum 5 years of relevant experience in quality management, audit, or process improvement roles
Strong analytical and problem-solving skills with a focus on root cause analysis
Experience with quality frameworks and standards (e.g. ISO, Six Sigma, Lean methodologies) is an advantage
Highly organised with excellent attention to detail and ability to manage multiple priorities
Strong communication and stakeholder management skills
Proven leadership experience in coaching and developing teams
Proficient in data analysis and reporting tools (e.g. Excel, dashboards)

Quality Manager - BPO (Mandarin Speaker)