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 ideal candidate will supervise QA analysts, ensure compliance with client standards, and drive 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
Skills
- Excellent leadership and supervisory skills
- Strong analytical and problem-solving abilities
- Effective communication and interpersonal skills
- Ability to manage multiple priorities and deadlines
- Proficiency with QA tools, CRM systems, and reporting platforms
Benefits
At MCI, we offer a competitive compensation and benefits package that includes:
- Comprehensive medical, dental, and vision coverage
- Paid time off
- Incentive and rewards programs
- Retirement savings options
- Disability and life insurance
- Flexible work arrangements
Pay
Starting compensation is based on experience.
Schedule
The role operates in a professional office environment. Employees will sit for long periods while using a computer and telephone headset. Occasional movement and lifting up to 40 pounds may be required.
Company Information
MCI is a fast-growing tech-enabled business services company with a strong presence in the USA and multiple international locations. We provide CX, BPO, and XaaS solutions across various industries. MCI values diversity and provides a supportive work environment where employees can build meaningful careers and contribute to the success of a globally expanding organization.