Quality Assurance Team Lead - Mandarin/Cantonese - Johor

Teleperformance; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading outsourcing company in Malaysia is seeking a QA Team Lead proficient in Mandarin, Cantonese, and English. The role involves supervising a team of Quality Analysts, developing QA frameworks, and ensuring compliance with standards. Candidates must have 3–5 years of QA experience in a BPO environment, with strong leadership and analytical skills. This position is crucial for enhancing customer service quality and driving improvement initiatives.

Qualifications

• Minimum 3–5 years of experience in Quality Assurance within BPO/contact center environment.
• At least 1–2 years in a team lead or supervisory role.
• Fluent in Mandarin, Cantonese, and English (both spoken and written).

Responsibilities

• Supervise, coach, and mentor a team of QA Analysts.
• Monitor performance and provide regular feedback.
• Develop and implement QA frameworks, scorecards, and evaluation criteria.
• Prepare and present quality reports to management and stakeholders.
• Ensure QA practices comply with company policies and client requirements.

Skills

Strong leadership

Coaching

People management

Analytical skills

Problem-solving

Communication skills

Presentation skills

Education

Diploma/Degree in Business, Communications, Linguistics, or related field

Tools

QA tools

MS Office

Google Workspace

Job description

Overview

The QA Team Lead (Mandarin/Cantonese & English) is responsible for leading a team of Quality Analysts to ensure high standards of language accuracy, service quality, and compliance in customer interactions. This role requires bilingual/multilingual proficiency to effectively assess and coach teams handling Mandarin, Cantonese, and English communications. Based in Johor, the position plays a critical role in driving quality improvement, enhancing customer experience, and supporting business objectives.

Qualifications

• Education: Diploma/Degree in Business, Communications, Linguistics, or related field.

• Experience:

  • Minimum 3–5 years of experience in Quality Assurance within BPO/contact center environment.

  • At least 1–2 years in a team lead or supervisory role.

• Language Proficiency:

  • Fluent in Mandarin, Cantonese, and English (both spoken and written).

  • Ability to evaluate linguistic nuances across all three languages.

• Skills:

  • Strong leadership, coaching, and people management skills.

  • Excellent analytical and problem-solving abilities.

  • Proficiency in QA tools, reporting, and MS Office/Google Workspace.

  • Strong communication and presentation skills.

Responsibilities

• Team Leadership & Management

  • Supervise, coach, and mentor a team of QA Analysts.

  • Allocate tasks, monitor performance, and provide regular feedback.

  • Conduct training sessions to uplift language and QA standards.

• Quality Assurance

  • Develop and implement QA frameworks, scorecards, and evaluation criteria.

  • Monitor and evaluate interactions (calls, chats, emails) in Mandarin, Cantonese, and English.

  • Identify quality gaps, trends, and recommend corrective actions.

• Reporting & Continuous Improvement

  • Prepare and present quality reports to management and stakeholders.

  • Work closely with operations and training teams to align on performance standards.

  • Drive process improvement initiatives to enhance service delivery.

• Compliance & Standards

  • Ensure QA practices comply with company policies and client requirements.

  • Maintain consistency in evaluation standards across languages.