Quality Team Lead – Mandarin

Overview

We are looking for a dedicated Quality Team Lead (Mandarin-speaking) 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. The successful candidate will work remotely for the first 6 months before relocating to our Johor office.

• Bachelor’s degree or diploma in any field.
• Fluent in Mandarin and 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.
• Willingness to work from home for 6 months and relocate to Johor thereafter.
• 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.