Experienced Call Center Quality Assurance Supervisor

OneMCI • Addison, TX

1d • Onsite

About The Position

At MCI, we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities, and contribute to the success of a globally expanding, industry-leading organization. We are hiring an Experienced QA Supervisor to lead our quality assurance efforts across multiple BPO campaigns. You’ll oversee QA analysts, ensure compliance with client standards, and drive continuous improvement in service quality. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Requirements

• Associate Degree, Certification or Equivalent Combination of Training and Experience
• Minimum 3 years of QA experience in a BPO, with at least 1 year in a supervisory role.
• Strong analytical, coaching, and communication skills.
• Familiarity with QA tools, CRM systems, and reporting platforms.
• Detail-oriented with a focus on accuracy and compliance.
• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
• Must be willing to submit to drug screening.

Responsibilities

• Supervise QA analysts and oversee daily monitoring of agent interactions.
• Conduct calibration sessions to ensure scoring consistency across teams.
• Analyze QA data and trends to identify performance gaps and training needs.
• Provide coaching and feedback to improve agent quality scores.
• Collaborate with Operations and Training to implement quality improvement plans.
• Ensure compliance with client requirements and internal QA standards.
• Prepare and present quality reports to internal leadership and clients.

Benefits

• Paid Time Off
• Paid holidays
• Incentives & Rewards (daily, weekly, and monthly contests with cash bonuses and prizes)
• Comprehensive medical, dental, and vision coverage (for full-time employees after 60 days)
• MEC medical plans (for all employees after 30 days)
• Retirement savings programs
• Short-term disability coverage
• Life insurance options
• Supplemental Insurance (Accident and critical illness insurance)
• Career Growth (internal promotions)
• Paid Training
• Casual Dress Code

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree