Overview
Quality Supervisor (BPO/ Contact Center) Jobs in Greater Kuala Lumpur at TP
Title: Quality Supervisor (BPO/ Contact Center)
Company: TP
Location: Greater Kuala Lumpur
About the Company
The Quality Supervisor for Content Moderation and Customer Service is responsible for driving service excellence, compliance, and workforce capability within a specific site or Line of Business (LOB). This role oversees quality assurance frameworks and initiatives to ensure consistent delivery against client and TP global standards, regulatory requirements, and operational KPIs. The Supervisor leads a team responsible for quality monitoring and coaching delivery across content moderation and customer support functions. This includes auditing interactions and moderation decisions, identifying performance gaps, and implementing targeted coaching and development plans to enhance accuracy, policy adherence, and customer experience. This position holds responsibility for guiding team performance, supporting day-to-day operations, and contributing to personnel-related decisions. The role requires emotional intelligence, strong judgment, adaptability, and stakeholder management, given the complexity of content moderation policies and the dynamic nature of customer service environments. In addition, the incumbent should be well-versed in industry practices and tools, and demonstrates the ability to lead with both analytical rigor and operational flexibility. This role typically reports to a TQM and plays a critical part in ensuring business continuity, service quality, and continuous improvement.
About the Role
Overall Responsibilities
- Team Management
- Assess and recommend appropriate Quality Analyst staffing levels to account for shrinkage, support billing requirements, and ensure effective execution of the Quality Framework across content moderation and customer service operations.
- Lead, coach, and develop a team of Quality Analysts to ensure high performance and consistency.
- Provide structured, ongoing feedback, conduct performance reviews, and implement development plans.
- Drive a culture of accountability, continuous improvement, and policy adherence across the team.
- Quality Assurance Framework Governance
- Strong understanding of QA frameworks, audit methodologies, and performance metrics (e.g., accuracy, CSAT, compliance). Ability to design, implement, and continuously improve quality programs.
- Establish, monitor, and continuously improve QA frameworks aligned with client policies, community guidelines, and customer service standards.
- Conduct and oversee quality audits on moderation decisions and customer interactions (calls, emails, chats, tickets).
- Ensure QA KPIs (accuracy, CSAT, compliance, turnaround time) are consistently met or exceeded.
- Lead calibration sessions with Operations, Training, and clients to ensure scoring alignment and standardization.
- Performance Analysis & Continuous Improvement
- Conduct root cause analysis (RCA) on quality trends, escalations, and performance gaps.
- Identify key improvement areas and implement targeted coaching, retraining, or process enhancements.
- Utilize data from audits, feedback, and operational metrics to drive continuous improvement initiatives.
- Stakeholder & Project Management
- Collaborate closely with Operations, clients (e.g., platform stakeholders), and cross-functional teams to align on quality expectations and performance goals.
- Provide regular reporting and insights on QA performance, risks, and opportunities to leadership and clients.
- Support client engagements, audits, and business reviews with data-backed recommendations.
- Scheduling & Resource Planning
- Coordinate QA monitoring schedules and training plans in alignment with operational needs, headcount, and budget.
- Ensure optimal resource allocation to maintain coverage across multiple LOBs and time zones.
- Reporting & Documentation
- Generate and present weekly/monthly QA reports, highlighting trends, insights, and action plans.
- Maintain accurate documentation of QA frameworks, SOPs, training materials, and audit guidelines.
- Escalation Management
- Manage quality-related escalations through detailed RCA and implementation of corrective and preventive actions – CAPA.
- Proactively focus on identifying and preventing potential issues.
- Partner with Operations to address performance issues through structured coaching, retraining, or performance management plans including Performance Improvement Plan (PIP).
- Leadership & Communication
- Build strong working relationships with Operations, Training, and client stakeholders to support business objectives.
- Demonstrate effective communication, stakeholder management, and decision-making in a fast-paced environment.
- Lead by example in fostering a high-performance, collaborative, and quality-driven culture.
- BEST QM Framework Execution
- Drive and ensure disciplined execution of the BEST QM across all training initiatives.
Qualifications
- Bachelor’s degree in human resources, Business Administration, Education, or related field.
- Proven experience in quality management encompasses customer experience, content moderation expertise or similar role.
- Minimal 2 years of Supervisory or leadership experience.
- Proficiency in using Microsoft Office Products.
- Demonstrated leadership, problem solving, critical thinking and communication skills.
- Experience in a Call Center environment specializing in content moderation scope.
- Strong organizational and stakeholder management skillset.
Required Skills
- Leadership and team management.
- Emotional Intelligence and Communication.
- Planning and organizational ability.
- Analytical thinking and data driven decision making.
- Adaptability and continuous improvement mindset.
- Coaching and people development.
- Experience in quality management.
- Strong understanding of QA frameworks.
