- Location
- , MY
- Type
- Full-time
- Department
- Operations
- Seniority
- Lead
- Closing date
- Today
- Source
- iCIMS
Description
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.
