Contact Center Quality Assurance Manager
About The Position
MCI is a rapidly growing tech-enabled business services company with a significant call center presence and international operations. They offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. MCI's contact centers utilize both on-site and remote agents, employing advanced technologies to improve customer interactions, scalability, and cost-efficiency. The company is dedicated to fostering professional growth, continuous learning, and career development within a globally expanding organization. MCI is looking for a detail-oriented and strategic Quality Assurance Manager to lead their BPO contact center's QA function. This role is crucial for ensuring service quality, compliance, and continuous improvement across multiple client accounts, directly impacting customer satisfaction and operational excellence. Applicants must complete a full application on the company careers page, including screening questions and a pre-employment test.
Requirements
- 3+ years of experience in a QA leadership role within a BPO or contact center.
- Strong knowledge of QA methodologies, tools, and contact center operations.
- Excellent analytical, coaching, and communication skills.
- Experience with QA software, CRM systems, and reporting tools.
- 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.
Nice To Haves
- Bachelor’s degree in business, Quality Management, or a related field.
- Certifications in Quality, Six Sigma, or related areas.
Responsibilities
- Lead the QA team in monitoring and evaluating agent interactions across various campaigns.
- Develop and implement QA frameworks, scorecards, and calibration sessions.
- Analyze quality trends and provide actionable insights to operations and training teams.
- Ensure compliance with client standards, internal policies, and regulatory requirements.
- Conduct audits, feedback sessions, and coaching to improve agent performance.
- Collaborate with stakeholders to align QA initiatives with business goals.
- Prepare and present quality reports to internal leadership and clients.
Benefits
- Paid Time Off
- Paid holidays
- 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)
- Career Growth opportunities with a focus on internal promotions
- Paid Training
- Fun, Engaging Work Environment
- Casual Dress Code
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What This Job Offers
Job Type
Full-time
Career Level
Manager
