Quality Assurance (QA) Specialist

Position Overview MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. As a Quality Assurance (QA) Specialist , you will be responsible for ensuring the quality and reliability of products, services, or processes within the organization. Your role will involve designing, implementing, and executing quality assurance procedures, conducting tests, analyzing results, and identifying areas for improvement. You will collaborate with cross-functional teams to uphold quality standards, enhance customer satisfaction, and drive continuous improvement initiatives. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. Key Responsibilities Develop, implement, and maintain quality assurance policies, procedures, and standards to ensure compliance with regulatory requirements and industry best practices. Define quality metrics, key performance indicators (KPIs), and benchmarks to measure and monitor the effectiveness of quality assurance processes. Plan, design, and execute quality assurance tests and inspections to evaluate products, services, or processes for defects, deviations, or non-conformities. Conduct functional testing, regression testing, performance testing, and usability testing to identify issues and ensure product reliability and usability. Document test plans, test cases, test scripts, and test results to provide comprehensive documentation of quality assurance activities and findings. Prepare and communicate quality assurance reports, metrics, and analysis to stakeholders, management, and project teams. Identify and report quality issues, deviations, and non-compliance incidents through systematic testing, analysis, and investigation. Collaborate with cross-functional teams to investigate root causes, implement corrective actions, and prevent recurrence of quality issues. Analyze quality assurance data, trends, and feedback to identify opportunities for process improvement, efficiency gains, and cost reduction. Implement continuous improvement initiatives, quality control measures, and corrective/preventive actions to enhance product quality and customer satisfaction. Provide training, guidance, and support to team members and stakeholders on quality assurance principles, methodologies, and tools. Promote a culture of quality, accountability, and continuous improvement throughout the organization. Candidate Qualifications Associate Degree, Certification or Equivalent combination of Training and Experience Proven experience in quality assurance, testing, or quality control roles, preferably in a related industry or domain. Strong understanding of quality management principles, methodologies, and tools Proficiency in quality assurance techniques, testing methodologies, and software testing tools. Excellent analytical, problem-solving, and decision-making skills, with the ability to identify issues, analyze data, and implement effective solutions. Strong attention to detail, accuracy, and thoroughness in quality assurance processes and documentation. Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams and communicate quality-related concepts to stakeholders at all levels. Knowledge of regulatory requirements, compliance standards, and industry best practices related to quality assurance and product/service quality. Certification in quality assurance (e.g., Certified Quality Engineer, Certified Quality Auditor) is a plus. Physical Requirements 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. Conditions of Employment All MCI Locations Must be authorized to work in the country where the job is based. Subject to the program and location of the position Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. Equal Opportunity Employer At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI’s commitment to a diverse and equal-opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI’s policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. #J-18808-Ljbffr