MCI is a fast‑growing tech‑enabled business services company that delivers customer experience, business process outsourcing, and cloud technology solutions. The company operates contact centers across multiple countries and uses advanced technologies to drive scalability and reduce costs.
Quality Assurance Manager
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
- 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).
Requirements
- Must be authorized to work in the country where the job is based.
- Must be willing to submit 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
MCI offers a competitive compensation package with incentives and a variety of benefits designed to support growth, learning, and well‑being:
- Health (HMO) coverage with dependent options.
- Dental coverage and in‑house assistance.
- Food allowance: free meal during training, monthly allowances for rice, clothing, laundry and meals.
- Performance and loyalty bonuses.
- Employee shuttle services and company retreats/off‑site events.
- Additional rewards such as raffles, recognition gifts, and treats.
- Paid time off and adaptable work options (if applicable).
EEO Statement
MCI embraces differences and is committed to a diverse and equal‑opportunity work environment. All employment is based solely on a person’s merit and qualifications. MCI is an equal opportunity employer and will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will provide reasonable accommodations for qualified employees with disabilities.
#J-18808-Ljbffr