Cantonese QA Team Lead — Quality & Coaching

Teleperformance International; George Town; On-site; MYR 250,000 - 300,000; Full time

Job summary

A leading BPO company in George Town is seeking a Quality Team Lead to oversee quality assurance processes. Responsibilities include managing a team of Quality Analysts, ensuring compliance with quality standards, providing coaching, and preparing performance reports. The ideal candidate will have 3–5 years of experience in Quality Assurance, fluency in Cantonese and English, and strong leadership and analytical skills. This position may require flexibility around rotational shifts.

Qualifications

• 3–5 years’ experience in Quality Assurance within a BPO/call center environment.
• At least 1–2 years in a team lead/supervisory role.
• Flexibility to work on rotational shifts if required.

Responsibilities

• Lead a team of Quality Analysts to monitor customer interactions.
• Ensure adherence to client and company quality standards.
• Provide insights to improve performance and customer experience.
• Maintain QA frameworks, scorecards, and reporting structures.
• Conduct calibration sessions for evaluation standards.
• Deliver coaching and feedback sessions.
• Track trends to propose corrective measures.
• Prepare quality performance reports for management.

Skills

Fluent in Cantonese and English

Strong analytical skills

Excellent communication

Leadership abilities

Coaching abilities

Education

Bachelor’s degree or diploma in any field

Tools

QA tools

Job description

A leading BPO company in George Town is seeking a Quality Team Lead to oversee quality assurance processes. Responsibilities include managing a team of Quality Analysts, ensuring compliance with quality standards, providing coaching, and preparing performance reports. The ideal candidate will have 3–5 years of experience in Quality Assurance, fluency in Cantonese and English, and strong leadership and analytical skills. This position may require flexibility around rotational shifts.