Experienced Call Center Quality Assurance Supervisor
About the role
MCI is seeking an Experienced QA Supervisor to lead quality assurance efforts across multiple BPO campaigns. The role involves overseeing QA analysts, ensuring compliance with client standards, and driving continuous improvement in service quality.
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.
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
Qualifications
- Highly motivated and dedicated
- Ability to manage and motivate a team
- Experience with quality assurance methodologies and tools
- Strong problem-solving and decision-making skills
- Excellent interpersonal and communication skills
Skills
- Quality Assurance (QA)
- Client Relationship Management (CRM)
- Reporting and Analysis
- Team Leadership
- Communication and Collaboration
Benefits
MCI offers a competitive compensation and benefits package that includes:
- Paid Time Off
- Incentives & Rewards
- Health Benefits
- Retirement Savings
- Disability Insurance
- Life Insurance
- Accident and Critical Illness Insurance
- Career Growth Opportunities
Pay
Starting compensation is based on experience.
Schedule
The role operates in a professional office environment. Employees will sit/stand for long periods while using a computer and telephone headset. They may occasionally 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.
Company Culture
MCI fosters a diverse and inclusive workplace where employees feel valued and supported. We believe in promoting from within and providing opportunities for career growth. We also offer a range of benefits and incentives to support our team members' well-being and financial security.