Contact Center Quality Assurance Manager
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 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.
- Must be authorized to work in the country where the job is based.
- Subject to the program and location of the position.
- 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
- 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
- Paid holidays
- Incentives & Rewards (cash bonuses, electronics, vacations, cars)
- 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 (where available)
- Short-term disability coverage
- Life insurance options
- Supplemental Insurance (Accident and critical illness insurance)
- Paid Training
- Casual Dress Code
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
