QA Team Lead: Elevate BPO Quality & Performance

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

Job summary

A global outsourcing company in Malaysia is seeking a Quality Team Lead to manage the quality assurance process within BPO operations. You will oversee a team of Quality Analysts, ensuring compliance with quality standards and providing insights to enhance customer experience. The ideal candidate has 3–5 years of experience in Quality Assurance, with strong analytical skills and the ability to lead a team effectively. This role may require flexibility to work on rotational shifts.

Qualifications

• Minimum 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 and manage a team of Quality Analysts to monitor customer interactions.
• Ensure adherence to client and company quality standards.
• Develop, update, and maintain QA frameworks and reporting structures.

Skills

Fluent in English

Strong analytical skills

Excellent communication

Leadership and coaching abilities

Ability to manage multiple priorities

Education

Bachelor’s degree or diploma in any field

Tools

QA tools

Job description

A global outsourcing company in Malaysia is seeking a Quality Team Lead to manage the quality assurance process within BPO operations. You will oversee a team of Quality Analysts, ensuring compliance with quality standards and providing insights to enhance customer experience. The ideal candidate has 3–5 years of experience in Quality Assurance, with strong analytical skills and the ability to lead a team effectively. This role may require flexibility to work on rotational shifts.