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 role is key to ensuring service quality, compliance, and continuous improvement across multiple client accounts.

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

• 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).

Qualifications

• Highly motivated and dedicated.
• Driven applicants are encouraged to apply.

Skills

• Strong analytical skills.
• Effective communication and coaching abilities.
• Proficiency in QA methodologies, tools, and contact center operations.
• Knowledge of QA software, CRM systems, and reporting tools.
• Experience with Six Sigma or similar certifications (a plus).

Benefits

We offer a competitive compensation and benefits package that includes:

• Comprehensive medical, dental, and vision coverage.
• Paid time off and holidays.
• Incentive and rewards programs.
• Retirement savings options.
• Disability and life insurance.
• Flexible work arrangements.
• Continuous learning and development opportunities.
• Internal promotions and career growth.

Pay

Starting compensation is based on experience and is competitive within the industry.

Schedule

The role operates in a professional office environment. Employees will sit/stand for long periods while using a computer and telephone headset. Occasional movement about the office and lifting up to 40 pounds may be required.