Quality Team Lead – Mandarin

Overview About the Role 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. Qualifications Qualifications & Requirements • 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. Responsibilities Key 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. Apply tot his job