Quality Analyst Lead

Job Description

Job Description

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.

We are seeking a Quality Analyst Lead to join our team. The Quality Analyst Lead plays a critical role in elevating service excellence by thoroughly monitoring performance, providing targeted coaching to frontline teams, and guiding continuous improvement initiatives that strengthen overall customer experience delivery.

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:

• Provides targeted coaching and guidance to approximately 20 agents , strengthening accuracy, compliance, and overall interaction quality.
• Identifies quality gaps, incorrect responses, and inconsistencies in case handling, and offers clear direction to prevent future issues.
• Addresses performance concerns with Specialists and Team Leads and supports 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.
• Spends at least 5% of work time handling customer inquiries to stay grounded in frontline processes.
• Partners 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

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:

• 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.

Nice to Have

• Experience creating QA programs from inception.
• Familiarity with speech analytics or automated QA platforms.