Quality Team Lead - English

Teleperformance International; Bayan Lepas; On-site; MYR 250,000 - 300,000; Full time

Job summary

A global BPO service provider in Bayan Lepas is seeking a dedicated Quality Team Lead to oversee the quality assurance process within their operations. The successful candidate will manage a team of Quality Analysts, ensuring adherence to quality standards while mentoring team members. The role requires strong analytical skills, excellent communication, and a minimum of 3–5 years of experience in quality assurance, preferably with supervisory experience. Flexibility for rotational shifts may be required.

Qualifications

• Fluent in English (spoken and written).
• Minimum 3–5 years’ experience in Quality Assurance within a BPO/call center.
• At least 1–2 years in a team lead/supervisory role.

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 for consistency.
• Deliver coaching, feedback sessions, and performance reviews.
• Track trends to identify gaps and propose measures.
• Prepare and present quality performance reports.

Skills

Analytical skills

Excellent communication

Leadership abilities

Coaching abilities

Attention to detail

Ability to work under pressure

Education

Bachelor's degree or diploma

Tools

QA tools

Job description

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 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.