Job Description

We are looking for a dedicated Quality Team Lead to oversee the quality assurance process within our BPO operations. The role will be responsible for ensuring service excellence, driving compliance with quality standards, and mentoring a team of Quality Analysts. The successful candidate will work remotely for the first 6 months before relocating to our Johor office.

Qualifications

• Bachelor’s degree or diploma in any field.

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

• Minimum 3–5 years’ experience in Quality Assurance within a BPO/call center environment, with at least 1–2 years in a team lead/supervisory role.

• Strong analytical skills with attention to detail.

• Excellent communication, leadership, and coaching abilities.

• Ability to manage multiple priorities and work under pressure.

• Experience in creating reports and using QA tools.

• Willingness to work from home for 6 months and relocate to Johor thereafter.

• Flexibility to work on rotational shifts if required.

Responsibilities

• Lead and manage a team of Quality Analysts to monitor and evaluate customer interactions (calls, chats, and emails).

• Ensure adherence to client and company quality standards across all operations.

• Provide actionable insights and recommendations to improve performance and customer experience.

• Develop, update, and maintain QA frameworks, scorecards, and reporting structures.

• Partner with Operations, Training, and Workforce teams to align on business goals and performance improvement.

• Conduct regular calibration sessions to ensure consistency in evaluation standards.

• Deliver quality coaching, feedback sessions, and performance reviews for both analysts and agents.

• Track and analyze trends to identify gaps and propose corrective measures.

• Prepare and present quality performance reports to management and stakeholders.

• Support continuous improvement initiatives and ensure compliance with operational KPIs and SLAs.