Contact Center Quality Assurance Manager

ValorVIP•Tampa, FL

31d

About The Position

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 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 seeking a detail-oriented and strategic Quality Assurance Manager to lead the QA function in our BPO contact center. You will be responsible for ensuring service quality, compliance, and continuous improvement across multiple client accounts. This is a key leadership role that directly impacts customer satisfaction and operational excellence. 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

Bachelor’s degree in business, Quality Management, or a related field (preferred).
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.

Nice To Haves

Certifications in Quality, Six Sigma, or related areas (a plus).

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: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.