The Team Leader has the responsibility to ensure that all personnel are working effectively toward client objectives/targets with a major focus on quality assurance assessment of onshore sales. The Team Leader will engage with staff as required in areas including but not limited to: performance, personnel management, escalations along with quality to ensure the delivery of a successful outcome within the program.


  • Evaluate calls against published call procedures and quality metrics

  • Advocate compliance to the program standards and procedures

  • Be a point of reference for quality evaluations

  • Regularly review and maintain the frontline quality evaluation guidelines and associated tools

  • Report QA evaluations

  • Updates the QA guidelines

  • Facilitate performance planning, reviews and development plans for all team members

  • Manage team members’ adherence to roster, company policies, procedures, KPI’s and targets

  • Organise and facilitate team meetings to provide effective communication to, from and within the team

  • Ensure efficient and effective dissemination of information and communication to team members

  • Vary communication techniques and methods to reach all audience learning preferences

  • Contribute to the skills competency assessment process for tenured staff, and speed to competency for new employees

  • Help improve the technical competency of our customer service representatives through quality evaluations which identify both strengths and development opportunities

  • Identifies opportunities to improve performance by using the data and analysing trends and its impact to performance


  • Completed at least 2 years of college education

  • With relevant experience as quality analyst in the BPO industry

  • Strong analytical skills

  • Shows good coaching and interpersonal skills

  • Flexibility to shifting schedules

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