Contact Center Quality Assurance Manager

About the role

MCI is seeking a detail-oriented and strategic Quality Assurance Manager to lead the QA function in our BPO contact center. This is a key leadership role that directly impacts customer satisfaction and operational excellence.

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.

Requirements

• Highest level of integrity and ethical behavior.
• Strong analytical, coaching, and communication skills.
• Experience with QA software, CRM systems, and reporting tools.
• Knowledge of QA methodologies, tools, and contact center operations.
• Ability to manage a team and delegate tasks effectively.
• Proven ability to drive continuous improvement and quality enhancement.

Qualifications

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

Skills

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects and priorities simultaneously.
• Proficiency in Microsoft Office Suite and quality assurance software.
• Ability to work independently and as part of a team.

Benefits

We offer a competitive compensation and benefits package that includes:

• Comprehensive health, dental, and vision insurance.
• Paid time off and holidays.
• Incentive and rewards programs.

• Pay

  Starting compensation is based on experience and qualifications.

  Schedule

  The role operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

  Contact Us

  If you are interested in this position, please apply on our company careers page, including all screening questions and a brief pre-employment test. For more information about MCI, visit our website or follow us on social media.