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

• 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

• Highest level of integrity and ethics.
• Ability to manage multiple priorities and projects simultaneously.
• Strong problem-solving and decision-making skills.
• Excellent interpersonal and communication skills.
• Ability to work independently and as part of a team.

Skills

• Quality assurance methodologies and tools.
• CRM systems and reporting tools.
• QA software.
• Client relationship management.
• Project management.
• Leadership and team management.

Benefits

At MCI, we offer a variety of benefits and incentives to support and reward our team members. These include health benefits, retirement savings programs, disability insurance, life insurance, and paid training. We also provide a casual dress code and a fun, engaging work environment.

Pay

Starting compensation is based on experience, and we offer a competitive salary and benefits package.

Schedule

The role operates in a professional office environment and requires sitting/standing for long periods while using a computer and telephone headset. Occasional movement and lifting up to 40 pounds may be required.