Quality Team Lead - Cantonese

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

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.