Experienced call center quality assurance supervisor

Job Overview

We are hiring an Experienced QA Supervisor to lead quality assurance efforts across multiple BPO campaigns. You will oversee QA analysts, ensure compliance with client standards, and drive continuous improvement in service quality.

Key Responsibilities

• Supervise QA analysts and oversee daily monitoring of agent interactions.
• Conduct calibration sessions to ensure scoring consistency across teams.
• Analyze QA data and trends to identify performance gaps and training needs.
• Provide coaching and feedback to improve agent quality scores.
• Collaborate with Operations and Training to implement quality improvement plans.
• Ensure compliance with client requirements and internal QA standards.
• Prepare and present quality reports to internal leadership and clients.

Qualifications

• Associate degree, certification, or equivalent combination of training and experience.
• Minimum 3 years of QA experience in a BPO, with at least 1 year in a supervisory role.
• Strong analytical, coaching, and communication skills.
• Familiarity with QA tools, CRM systems, and reporting platforms.
• Detail-oriented with a focus on accuracy and compliance.

Compensation & Benefits

Competitive starting compensation based on experience. We offer a variety of benefits that support and reward our team members.

• HMO Coverage plus dependent coverage (dependent on location).
• Dental coverage and in‑house assistance.
• Free meal during training.
• Career growth and learning opportunities.
• Allowances for rice, clothing, laundry, and meals.
• Performance and loyalty bonuses.
• Frequent workplace disinfection and fogging.
• Employee shuttle services.
• Company retreats and off‑site events.

Work Conditions

This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. The employee will be required to operate computer and other office equipment and may occasionally be required to move around the office, raising or lowering objects up to forty (40) pounds.

EEO Statement

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.

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect.

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 for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.