Contact Center Quality Assurance Manager

Full-Time MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry‑leading organization. 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. Are You a Good Fit? We encourage all positive, driven applicants to apply. Ideal candidates are highly motivated, dedicated and possess the following 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). Location & Eligibility Must be authorized to work in the country where the job is based. Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint; job offers are contingent on results. Must be willing to submit to drug screening. Job offers are contingent on screening results (not applicable in Canada). Compensation & Benefits Competitive salary based on experience. HMO coverage plus dependent coverage (Rank & File: ₱100,000; Supervisors/Managers: ₱120,000). Dental coverage and in‑house dental assistance worth ₱5,000. Free meals during training. Allowances for rice, clothing, laundry and meals. Performance and loyalty bonuses. Frequent disinfection and fogging of workplace. Opportunities for growth and promotion. Employee shuttle services. Company retreats and off‑site events. Raffles, recognition gifts, and treats. Job Details This job operates in a professional office environment. The employee will largely be sedentary and must sit/stand for long periods while using a computer and telephone headset. The employee will regularly operate a computer and other office equipment (phone, copier, printer) and may occasionally be required to move about the office, reach in any direction, raise or lower objects, move objects, hold onto objects, and lift up to 40 pounds. Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates 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 accommodations are needed, please contact Human Resources. EEO Statement MCI embraces differences and believes 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, 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 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. MCI is committed to the provision of reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. The purpose of the above job description is to provide potential candidates with a general overview of the role. It is not an all‑inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. #J-18808-Ljbffr