Job Overview
MCI is a tech‑enabled business services company with a strong call‑center footprint across multiple countries. We deliver customer experience, business process outsourcing, and cloud technology solutions to a range of industries.
Position Title
Experienced QA Supervisor – lead quality assurance efforts across multiple BPO campaigns, overseeing QA analysts, ensuring compliance, and driving 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.
Requirements & Considerations
* Must be authorized to work in the country where the job is based.
* Must be willing to submit up to a Level II background investigation and security check with a fingerprint; job offers contingent on results.
* Must be willing to submit to drug screening; job offers contingent on results. (Not applicable in Canada.)
Compensation & Benefits
Competitive starting compensation based on experience. Benefits include HMO coverage, dental coverage, and various employee recognition and growth opportunities.
Work Environment & Responsibilities
The role is performed in a professional office environment, largely sedentary, requiring frequent computer and phone use. Physical requirements include the ability to move and lift up to forty (40) pounds.
Equal Opportunity Employer
MCI is an equal opportunity employer. We do not discriminate on the basis of age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, or any other characteristic protected by law. MCI will provide reasonable accommodations for qualified applicants with disabilities.
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