Contact Center Quality Assurance Manager

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).