Kerja Sepenuh Masa, Assistant Manager - Manager, Quality Assurance di Samsung SDS Asia Pacific Pte Ltd Federal Territory - Maukerja

Responsibilities:

Team Leadership & Management:

• Lead and manage the daily operations of the Quality Assurance team.
• Allocate tasks and resources to ensure quality reviews, audits, and operational activities are completed within agreed timelines.
• Monitor team performance and ensure adherence to quality standards, operational procedures, and service level expectations.
• Provide coaching, guidance, and support to team members to enhance their professional development and technical competencies.
• Conduct regular performance reviews, feedback sessions, and development planning for team members.
• Identify training needs and coordinate knowledge-sharing initiatives to strengthen team capabilities.
• Ensure adequate team coverage to support daily operational requirements and business priorities.
• Foster a culture of accountability, collaboration, continuous improvement, and quality excellence within the team.
• Review and approve quality assessment outcomes, audit findings, and recommendations prepared by team members.
• Serve as the primary escalation point for quality-related issues raised by the QA team.

Quality Assurance & Compliance:

• Establish and maintain quality standards, procedures, and governance practices.
• Review operational activities, system configurations, and production changes to ensure compliance with approved requirements and organizational standards.
• Conduct quality reviews and audits to identify gaps, risks, and improvement opportunities.
• Ensure all teams adhere to approved Standard Operating Procedures (SOPs) and internal controls.
• Promote a culture of quality, accountability, and continuous improvement.

Service Quality & SLA Monitoring:

• Monitor service performance against agreed Service Level Agreements (SLAs).
• Review SLA performance and identify areas requiring corrective action.
• Investigate SLA breaches and recommend preventive measures.
• Prepare periodic service quality and SLA performance reports for management review.
• Work with relevant teams to improve operational efficiency and service delivery standards.

Incident Review & Continuous Improvement:

• Participate in incident investigations and Root Cause Analysis (RCA) activities.
• Identify recurring issues and recommend long-term corrective actions.
• Track implementation and effectiveness of preventive measures.
• Support initiatives aimed at reducing operational errors and service disruptions.

Process Governance:

• Review and improve operational workflows, procedures, and controls.
• Ensure proper documentation and approval processes are followed.
• Verify that quality and compliance requirements are met before operational changes are implemented.
• Support internal reviews and governance activities.

Stakeholder Collaboration:

• Work closely with business and technical teams to ensure service and quality objectives are achieved.
• Provide guidance and support on quality standards, compliance requirements, and operational best practices.
• Escalate significant quality, compliance, or service risks to management when necessary.
• Facilitate communication between stakeholders to resolve quality-related concerns.

Key Performance Indicators (KPIs):

• SLA Compliance Rate.
• Reduction in Operational Errors.
• Reduction in Recurring Incidents
• SOP Compliance Rate.
• Quality Audit Score.
• Corrective Action Closure Rate.
• Service Quality Improvement Metrics.
• Stakeholder Satisfaction Rating.

Requirements

• Bachelor Degree preferably in technology related discipline such as Computer Science or Information System
• Proven experiences as QA Lead, with at least 5 years of experience in related field
• Strong hands-on experience in manual and automated testing
• Client facing experience is required
• Advanced skills in MS excel and Power BI to write complex queries, analyze large set of data and provide insights info report
• Strong reporting skills, with experience preparing clear, concise and comprehensive reports for all stakeholder
• Understanding of estore process is preferred