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Quality Team Lead - English
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
Education
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.
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.
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.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.