Quality Analyst Lead
About the role
MCI is a leading tech-enabled business services company with a strong presence in call centers and operations spanning multiple countries. We specialize in delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries.
Responsibilities
- Provides targeted coaching and guidance to approximately 20 agents, focusing on accuracy, compliance, and interaction quality.
- Identifies quality gaps, incorrect responses, and inconsistencies in case handling, offering clear direction to prevent future issues.
- Addresses performance concerns with Specialists and Team Leads, supporting the implementation of practical improvement plans.
- Conducts evaluations, audits, calibration sessions, and trend analyses to maintain consistent quality standards.
- Recommends training updates, process improvements, or workflow changes based on performance trends and recurring issues.
- Spend at least 5% of work time handling customer inquiries to stay grounded in frontline processes.
- Pairs with Training, Operations, and Workforce teams to integrate quality insights into coaching and procedural updates.
- Maintains documentation for quality expectations, scoring guidelines, and evaluation standards to ensure clarity and consistency.
- Prepares quality reports highlighting trends, root causes, and risks, along with actionable recommendations for leadership.
- Facilitates calibration sessions to align evaluators, SMEs, and leaders on scoring practices and policy interpretation.
- Supports new hires by reinforcing quality standards and providing additional coaching during initial ramp-up.
- Refines scorecards and evaluation criteria to align with business goals, compliance needs, and customer experience priorities.
- Monitors customer trends, procedural gaps, and pain points, escalating issues to prevent repeat defects.
- Contributes to corrective action plans for recurring quality issues and tracks the impact of implemented solutions.
- Provides case-based feedback using real examples to reinforce best practices and support decision-making in complex scenarios.
Qualifications
- 3–5+ years of QA or operations experience in a contact center.
- Strong understanding of quality frameworks, scorecards, and audit methodologies.
- Ability to analyze trends and present actionable insights.
- Experience facilitating calibrations and coaching conversations.
- High attention to detail and strong documentation skills.
- Proficiency in analytics and reporting tools.
Skills
- Strong understanding of quality frameworks, scorecards, and audit methodologies.
- Ability to analyze trends and present actionable insights.
- Experience facilitating calibrations and coaching conversations.
- High attention to detail and strong documentation skills.
- Proficiency in analytics and reporting tools.
Benefits
- Paid Time Off
- Incentives & Rewards
- Health Benefits
- Retirement Savings
- Disability Insurance
- Life Insurance
- Supplemental Insurance
- Career Growth
- Paid Training
- Fun, Engaging Work Environment
- Casual Dress Code
Pay
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
Schedule
This job operates in a professional office environment. While performing the duties of this job, 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 will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. 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.