Quality Team Lead - Elevate QA & Customer Experience

Teleperformance; Malaysia; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading BPO firm in Malaysia is seeking a Quality Team Lead to oversee the quality assurance process. The role involves managing a team of Quality Analysts, ensuring adherence to quality standards, and providing actionable insights to improve customer interactions. Candidates should have a Bachelor's degree, fluency in English, and 3–5 years of relevant experience in quality assurance within a BPO environment.

Qualifications

• 3–5 years' experience in Quality Assurance within a BPO/call center environment.
• At least 1–2 years in a team lead or supervisory role.
• Experience in creating reports and using QA tools.

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.
• Deliver coaching and performance reviews.
• Prepare quality performance reports for management.

Skills

Fluent in English

Strong analytical skills

Excellent communication skills

Leadership abilities

Coaching skills

Ability to manage multiple priorities

Education

Bachelor’s degree or diploma

Job description

A leading BPO firm in Malaysia is seeking a Quality Team Lead to oversee the quality assurance process. The role involves managing a team of Quality Analysts, ensuring adherence to quality standards, and providing actionable insights to improve customer interactions. Candidates should have a Bachelor's degree, fluency in English, and 3–5 years of relevant experience in quality assurance within a BPO environment.