Quality Team Lead - Cantonese

Teleperformance; George Town; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading BPO company is seeking a Quality Team Lead in George Town, Penang to oversee quality assurance processes. The ideal candidate will have 3-5 years of experience in Quality Assurance, particularly in a BPO/call center, and will be responsible for leading a team, ensuring quality standards, and driving performance improvements. Strong analytical and leadership skills are essential along with fluency in Cantonese and English.

Qualifications

• Minimum 3–5 years’ experience in Quality Assurance within a BPO environment.
• At least 1–2 years in a team lead or supervisory role.
• Flexibility to work on rotational shifts.

Responsibilities

• Lead and manage a team of Quality Analysts.
• Ensure adherence to quality standards across operations.
• Provide actionable insights to improve performance.
• Develop and maintain QA frameworks and reports.
• Conduct calibration sessions for evaluation consistency.

Skills

Fluent in Cantonese

Fluent in English

Analytical skills

Communication skills

Leadership abilities

Coaching abilities

Education

Bachelor’s degree or diploma

Tools

QA tools

Job description

Overview

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.