Experienced Call Center Quality Assurance Supervisor

MCI Careers•Westmount, NS

129d•Onsite

About The Position

MCI is a rapidly growing tech-enabled business services company with a significant call center presence and international operations. We provide Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions to various industries. Our contact centers utilize both on-site and remote agents, employing advanced technologies to improve customer interactions, enable scalability, and reduce costs. MCI is dedicated to creating a professional environment that supports career development, continuous learning, and contributes to the success of a global, industry-leading organization. We are seeking an experienced QA Supervisor to lead quality assurance for multiple BPO campaigns, manage QA analysts, ensure adherence to client standards, and promote continuous improvement in service quality. To be considered, a full application on our company careers page, including screening questions and a pre-employment test, is required.

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.

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.