Telesales Capability & Quality Manager (Enterprise)

Life at U Mobile

We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.

At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.

Let's start your journey with an award-winning organization!

#UnbeatableCareerAwaits

Top Reasons To Join Us

• Awarded as the Most Preferred Graduate Employers (2022& 2023), Gold Winner for Excellence in Workplace Culture (2021), Bronze Winner in Cross-Generational Workforce Engagement (2024) ,

• Comprehensive medical, dental, optical and insurance benefits

• Flexi working hours arrangements

• Staff Line & Device Subsidy

• Smart Casual Attire

• Child Parental Care Leave

• Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)

• Special employee discounts for selected F&B Brands

Job Summary

The Capability & Quality Manager leads the Learning & Development (L&D) and Quality Assurance (QA) functions, driving employee capability, performance, and continuous improvement across the Enterprise Outreach team. The role also monitors operational performance, provides business insights, and ensures service excellence, compliance, and the achievement of business objectives.

The Day-To-Day Activities

• Lead and develop the Training and Quality Assurance teams through coaching, mentoring, performance management, and capability development.
• Manage Learning & Development initiatives, including onboarding, training delivery, competency assessments, and continuous learning programmes.
• Oversee Quality Assurance and Compliance by monitoring customer interactions, conducting calibration sessions, and ensuring adherence to quality standards and regulatory requirements.
• Track and analyze operational performance by monitoring KPIs, preparing performance reports, and providing actionable insights to improve productivity, quality, and customer experience.
• Drive continuous improvement by optimizing processes, supporting UAT and new campaign readiness, and collaborating with stakeholders to enhance operational effectiveness.

About You

• Bachelor's Degree in Business, Human Resources, Communications, or a related field.
• 5–8 years of experience in Learning & Development, Quality Assurance, Contact Centre Operations, or Performance Management, with at least 2 years in a leadership role.
• Strong leadership and coaching skills, with experience managing teams and driving employee capability development.
• Proven experience in quality assurance, performance analytics, KPI management, compliance, and operational reporting.
• Excellent communication, stakeholder management, analytical, and problem-solving skills, with the ability to drive continuous improvement and business performance.

What's Next

Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.