Quality Assurance Team Lead — BPO Operations

Teleperformance International; Bayan Lepas; On-site; MYR 250,000 - 300,000; Full time

Job summary

A global BPO service provider in Bayan Lepas is seeking a dedicated Quality Team Lead to oversee the quality assurance process within their operations. The successful candidate will manage a team of Quality Analysts, ensuring adherence to quality standards while mentoring team members. The role requires strong analytical skills, excellent communication, and a minimum of 3–5 years of experience in quality assurance, preferably with supervisory experience. Flexibility for rotational shifts may be required.

Qualifications

• Fluent in English (spoken and written).
• Minimum 3–5 years’ experience in Quality Assurance within a BPO/call center.
• At least 1–2 years in a team lead/supervisory role.

Responsibilities

• Lead and manage a team of Quality Analysts.
• Ensure adherence to quality standards across operations.
• Provide insights to improve performance and customer experience.
• Develop and maintain QA frameworks and reporting structures.
• Conduct regular calibration sessions for consistency.
• Deliver coaching, feedback sessions, and performance reviews.
• Track trends to identify gaps and propose measures.
• Prepare and present quality performance reports.

Skills

Analytical skills

Excellent communication

Leadership abilities

Coaching abilities

Attention to detail

Ability to work under pressure

Education

Bachelor's degree or diploma

Tools

QA tools

Job description

A global BPO service provider in Bayan Lepas is seeking a dedicated Quality Team Lead to oversee the quality assurance process within their operations. The successful candidate will manage a team of Quality Analysts, ensuring adherence to quality standards while mentoring team members. The role requires strong analytical skills, excellent communication, and a minimum of 3–5 years of experience in quality assurance, preferably with supervisory experience. Flexibility for rotational shifts may be required.