Contact Center Quality Assurance Manager
MCI Careers
Job Description
Job Description
Overview
MCI is one of the fastest-growing tech-enabled businesses services companies in the US, delivering Customer Experience (CX), Business Process Outsourcing (BPO) and technology solutions across multiple industries and countries worldwide. Our team use people, technology and innovation to help organizations improve customer experience and business performance.
We are seeking a detail-oriented and strategic Quality Assurance Manager to lead the QA function in our BPO contact center. You will be responsible for ensuring service quality, compliance, and continuous improvement across multiple client accounts. This is a key leadership role that directly impacts customer satisfaction and operational excellence.
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.
Responsibilities
Key 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.
Qualifications
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:
- 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).
- ...Quality Assurance Manager MCI is one of the fastest-growing tech-enabled businesses services companies in the US, delivering Customer Experience... ...Assurance Manager to lead the QA function in our BPO contact center. You will be responsible for ensuring service quality,...SuggestedFull timeTemporary workCasual workWork at officeLocal areaWorldwide
- ...Experienced QA Supervisor to lead our quality assurance efforts across multiple BPO... ...are needed, please contact Human Resources.Equal Opportunity... ...staff augmentation, contact center customer services, and IT... ...(ACCS), customer contact management, IT Services (IT Schedule 70...SuggestedFull timeTemporary workCasual workWork at officeLocal areaWorldwide
MCI
Las Cruces, NM1 day ago - ...of Las Cruces, NM is seeking a Scheduling & Quality Assurance Coordinator to serve as the operational hub of our office — managing caregiver and client scheduling, staffing... ...Client & Caregiver Support * Serve as point of contact for incoming calls, greeting callers and...SuggestedBi-weekly payHourly payFull timeInterim roleWork at officeShift workDay shift
Interim HealthCare of Las Cruces, NM
Las Cruces, NM8 days ago - ...capabilities include programme, project, cost, asset and commercial management, controls and performance, procurement and supply chain, net... ...QA/QC Construction Project Manager to support and oversee quality assurance and quality control activities on construction and...SuggestedFor contractorsFor subcontractorFlexible hours
Turner & Townsend
Las Cruces, NM12 days ago - ...Director - Quality Las Cruces, NM, USA About the Job Director - Quality Quality Director is responsible for directing all aspects... ...reporting and National Quality Designation. Position will manage, develop and mentor staff. They will enforce policies and procedures...SuggestedFull timeContract work
- ...required for this role to: Deming, NM Director (RN) Quality Assurance Mimbres Valley Medical Center is your community medical provider, serving... ...satisfaction, and process reliability. Coordinate, manage and report Core Measures, ACO/MIPS/MACRA and meaningful...RelocationFlexible hours
Mimbres Memorial Hospital
Las Cruces, NMmore than 2 months ago $120k - $150k
...Director Of Risk Management Location: Las Cruces, NM Job Type: Full-Time, Direct Hire Salary: $120,000 $150,000 annually Work Setting... ...Provide strategic leadership for the hospital's Quality, Risk Management, and Medical Staff functions. Lead the organization...Full timeTemporary workRelocation packageFlexible hours$120k - $150k
...Director of Risk Management, Quality and Medical Staff We are seeking an experienced Director of Risk Management, Quality and Medical Staff to provide strategic and operational leadership across hospital risk management, quality, and medical staff functions in Las Cruces...$120k - $150k
...Director, Risk Management, Quality & Medical Staff Heartline Staffing is recruiting a Director, Risk Management, Quality & Medical Staff for a senior-level healthcare leadership opportunity in Las Cruces, New Mexico. This role provides strategic leadership across Quality...Full timeTemporary workRelocation packageFlexible hours$120k - $150k
...Director Of Risk Management, Quality & Medical Staff | RN Las Cruces, NM | Acute Care Hospital | $120K-$150K Heartline Staffing is recruiting an experienced RN leader for a Director of Risk Management, Quality & Medical Staff opportunity with a 199-bed acute care...Full timeTemporary workRelocation packageFlexible hours
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Contact Center Quality Assurance Manager. Be the first to apply!
- quality Las Cruces, NM
- quality lead Las Cruces, NM
- air quality Las Cruces, NM
- quality distribution Las Cruces, NM
- quality tech Las Cruces, NM
- rn quality Las Cruces, NM
- quality improvement nurse Las Cruces, NM
- quality management nurse Las Cruces, NM
- water quality Las Cruces, NM
- quality inspection Las Cruces, NM