Call Center à United States

One of the leading BPOs is growing and they are on the lookout for passionate and driven individuals to be part of their exciting journey!

We’re currently hiring for Team Leader / Quality Analyst / Trainer / WFM to expand our footprint. If you’re looking for a dynamic career in a fast-paced environment with plenty of growth opportunities, this is your chance!

As Team Lead:

• Supervise and lead a team of customer service agents to meet daily, weekly, and monthly performance targets.
• Monitor team performance (KPI: AHT, CSAT, SLA, attendance, adherence, etc.) and provide coaching and guidance.
• Handle escalated customer issues and ensure timely resolution.
• Conduct regular team meetings, briefings, and updates on policies, procedures, and business changes.
• Prepare performance reports and provide feedback to management.
• Motivate, mentor, and develop team members to improve efficiency and service quality.
• Support workforce scheduling, shift planning, and ensure sufficient staffing levels.

As Quality Analyst

• Monitor and evaluate customer interactions (calls, chats, emails) for quality assurance.
• Assess agents’ performance against defined quality standards and KPIs.
• Provide detailed feedback and coaching recommendations to improve service delivery.
• Identify common issues, knowledge gaps, or process improvements through quality audits.
• Develop and maintain quality scorecards, evaluation forms, and reporting dashboards.
• Collaborate with Training and Team Leads to address performance gaps and training needs.
• Ensure compliance with company policies, customer handling procedures, and regulatory requirements.
• Provide regular reports and insights to management on quality trends and improvement areas.

As Trainer:

• Conduct new hire training and refresher sessions on process, systems, and soft skills.
• Develop and update training materials, manuals, and assessments.
• Monitor trainees’ performance and provide coaching for improvement.
• Collaborate with Quality and Operations teams to identify training needs.
• Track training effectiveness and prepare reports for management.

Requirements:

• Preferably 2–3 years of experience in call centre operations, with a minimum of 1 year in a Team Leader / Quality Analyst / Trainer / WFM role.
• Good command of Mandarin (to support customers from Hong Kong, China, and Taiwan) and intermediate proficiency in English.
• Excellent communication, analytical, and problem-solving skills.

Drop us your application today – we’d love to hear from you!