Quality Team Lead

10 hours ago

George Town, Penang, Malaysia Teleperformance Full time 40,000 - 80,000 per year
Overview

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.

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