Experienced Call Center Quality Assurance Supervisor

OneMCI•Mesilla, NM

2d•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.

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: 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.