Job Summary
We are hiring a Experienced QA Supervisor to lead our quality assurance efforts across multiple BPO campaigns. You’ll 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.
Location & Requirements
* Must be authorized to work in the country where the job is based.
Background & Drug Screening
* 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. (Does not apply in Canada)
Benefits
At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
* HMO Coverage plus a dependent
* Dental Coverage
* Free meal during training
* Career growth and learning
* Allowances for rice, clothing, laundry and meals
* Performance and loyalty bonuses
* Frequent disinfection, fogging of workplace
* Opportunities for growth and promotion
* Employee shuttle services
* Company retreats and off‑site events
* Sharpen your social skills while meeting awesome people and making new friends
* Plus, more in‑office rewards, raffles, recognition gifts, and treats!
Rank & File ₱100,000 coverage
Supervisors/Managers ₱120,000 coverage
In‑house dental assistance worth ₱5,000, giving you easier access to quality care.
EEO & ADA 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. All employees share in the responsibility 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 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.
If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!
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