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 Cantonese 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.
- 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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