Quality Team Lead: QA Coach & Insights

Teleperformance; West Coast Division; On-site; MYR 250,000 - 300,000; Full time

Job summary

A leading BPO company in Malaysia is seeking a Quality Team Lead to oversee the quality assurance process. This role requires overseeing a team of Quality Analysts, ensuring compliance with standards, and driving service excellence. Candidates should have strong leadership and analytical skills, alongside a Bachelor’s degree and 3–5 years of relevant experience in a BPO environment. Flexibility for rotational shifts is necessary.

Qualifications

• Minimum 3–5 years’ experience in Quality Assurance in BPO/call center.
• At least 1–2 years in a team lead/supervisory role.
• Flexibility to work on rotational shifts if required.

Responsibilities

• Lead and manage a team of Quality Analysts.
• Ensure adherence to quality standards.
• Provide actionable insights to improve performance.
• Develop and maintain QA frameworks and reports.
• Conduct calibration sessions for evaluation standards.
• Deliver coaching, feedback sessions, and performance reviews.
• Track trends to identify gaps and propose measures.

Skills

Fluent in English (spoken and written)

Analytical skills

Leadership and coaching abilities

Ability to manage multiple priorities

Education

Bachelor’s degree or diploma in any field

Tools

QA tools

Job description

A leading BPO company in Malaysia is seeking a Quality Team Lead to oversee the quality assurance process. This role requires overseeing a team of Quality Analysts, ensuring compliance with standards, and driving service excellence. Candidates should have strong leadership and analytical skills, alongside a Bachelor’s degree and 3–5 years of relevant experience in a BPO environment. Flexibility for rotational shifts is necessary.