Quality Team Lead - Cantonese

Teleperformance International; Bayan Lepas; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading global BPO provider in Penang, Malaysia is seeking a dedicated Quality Team Lead to oversee the quality assurance process within its operations. You will ensure service excellence, drive compliance with quality standards, and mentor a team of Quality Analysts. This role requires a Bachelor's degree, fluent Cantonese and English, and 3–5 years of relevant experience, including 1–2 years in a supervisory capacity. The candidate should possess strong analytical skills and the ability to manage multiple priorities in a dynamic environment.

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.
• Strong analytical skills with attention to detail.

Responsibilities

• Lead a team of Quality Analysts to monitor customer interactions.
• Ensure adherence to quality standards across operations.
• Provide actionable insights to improve performance.
• Develop and maintain QA frameworks and scorecards.
• Conduct regular calibration sessions for evaluation standards.
• Deliver quality coaching and performance reviews.
• Analyze trends to propose corrective measures.

Skills

Fluency in Cantonese

Fluency in English

Analytical skills

Leadership

Communication

Coaching ability

Ability to manage multiple priorities

Education

Bachelor’s degree or diploma in any field

Tools

QA tools

Job description

2mo ago , from Teleperformance International

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.

Qualifications

Bachelor’s degree or diploma in any field.

Fluent in Cantonese 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.

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.