Quality Team Manager – Contact Center (Thai \& English Speaker)
Location: Bangkok, Thailand
Employment Type: 12-Month Contract
Work Arrangement: 24/7 Rotational Shifts \| Work from Office
The QA Team Leader oversees a team of Quality Analysts and ensures that quality standards, communication expectations, and client requirements are consistently met. This role combines leadership, analysis, process improvement, and stakeholder communication. You will guide the QA team, manage performance, lead calibrations, prepare documentation, and deliver insights to both internal leadership and the client. A high level of flexibility and adaptability is essential, as processes, expectations, and workflows evolve quickly in this environment.
Key Responsibilities
- Lead, mentor, and support a team of Quality Analysts; ensure consistent evaluation standards and high performance.
- Oversee quality monitoring across channels and ensure alignment with client communication style and expectations.
- Prepare, maintain, and store quality documentation, scorecards, guidelines, and calibration materials.
- Analyze QA results, team performance, and trends; identify gaps and improvement opportunities.
- Conduct capacity planning, workload distribution, and prioritization for the QA team.
- Drive team motivation through engagement activities, feedback loops, and development plans.
- Prepare and deliver quality reports for internal leadership and external business reviews.
- Lead internal QA calls, organize and run calibration sessions, and ensure scoring consistency.
- Communicate with the client on quality topics, insights, risks, and improvement actions.
- Build, track, and report on action plans related to quality, efficiency, and customer satisfaction.
- Support deep dives into CSAT/DSAT, root‑cause analysis, and process improvement initiatives.
- Ensure QA insights translate into actionable recommendations for operations, training, and product teams.
- Demonstrate flexibility and adaptability to rapidly changing processes, priorities, and client expectations.
Required Experience \& Skills
- 1-6 years of experience in BPO and Quality Assurance within customer support; previous leadership or mentoring experience preferred.
- Strong analytical and investigative mindset; ability to interpret data and identify root causes.
- Excellent communication skills; able to represent the QA function in internal and client‑facing discussions.
- Ability to evaluate nuanced communication and scenario‑based case handling.
- Experience preparing reports, documentation, and business review materials.
- Strong organizational skills for capacity planning, documentation management, and team coordination.
- Proactive, improvement‑oriented, and comfortable driving change.
- Ability to collaborate with cross‑functional teams and influence stakeholders.
- Flexibility to adapt quickly to new processes, tools, and evolving business needs.
Language Requirements
- Fluent in Thai \& English (B2- Level) (spoken, read \& write)
Shift Requirements
- Willingness to work in 24/7 rotational shifts during business requirements
- Willing to work fully onsite in Bangkok, Thailand.
Job Type: Contract
Contract length: 12 months
Pay: ฿43,400.00 - ฿56,250.00 per month
Ability to commute/relocate:
- กรุงเทพมหานคร: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Do you have experience leading, mentoring, or coaching Quality Analysts or customer service teams?
- Are you willing to work 24/7 rotational shifts?
- What is your expected salary for this role?
Experience:
- BPO/Quality Assurance: 4 years (Required)
Language:
- English (Required)
- Thai (Required)
Work Location: In person
Arabic
Chinese
French
Russian
Spanish