The QA Team Lead (Mandarin/Cantonese & English) is responsible for leading a team of Quality Analysts to ensure high standards of language accuracy, service quality, and compliance in customer interactions. This role requires bilingual/multilingual proficiency to effectively assess and coach teams handling Mandarin, Cantonese, and English communications. Based in Johor, the position plays a critical role in driving quality improvement, enhancing customer experience, and supporting business objectives.
Education: Diploma/Degree in Business, Communications, Linguistics, or related field.
Experience:
Minimum 3–5 years of experience in Quality Assurance within BPO/contact center environment.
At least 1–2 years in a team lead or supervisory role.
Language Proficiency:
Fluent in Mandarin, Cantonese, and English (both spoken and written).
Ability to evaluate linguistic nuances across all three languages.
Skills:
Strong leadership, coaching, and people management skills.
Excellent analytical and problem-solving abilities.
Proficiency in QA tools, reporting, and MS Office/Google Workspace.
Strong communication and presentation skills.
Team Leadership & Management
Supervise, coach, and mentor a team of QA Analysts.
Allocate tasks, monitor performance, and provide regular feedback.
Conduct training sessions to uplift language and QA standards.
Quality Assurance
Develop and implement QA frameworks, scorecards, and evaluation criteria.
Monitor and evaluate interactions (calls, chats, emails) in Mandarin, Cantonese, and English.
Identify quality gaps, trends, and recommend corrective actions.
Reporting & Continuous Improvement
Prepare and present quality reports to management and stakeholders.
Work closely with operations and training teams to align on performance standards.
Drive process improvement initiatives to enhance service delivery.
Compliance & Standards
Ensure QA practices comply with company policies and client requirements.
Maintain consistency in evaluation standards across languages.