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Quality Team Lead – Mandarin

Quality Team Lead – Mandarin

TPPacific Remote Islands Marine National Monument, Howland Island, Malaysia
13 hours ago
Job description

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.
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    Team Lead • Pacific Remote Islands Marine National Monument, Howland Island, Malaysia