Contact Center Quality Assurance Manager

Full‑Time MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. 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. Ideal Qualifications Bachelor’s degree in Business, Quality Management, or a related field. 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. Work Requirements 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 background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. Compensation & Benefits 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. Employee shuttle services. Company retreats and off‑site events. Additional in‑office rewards, raffles, recognition gifts, and treats. MCI 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 regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. 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. MCI is committed to providing reasonable accommodations for qualified applicants with disabilities. If you require an accommodation, please contact Human Resources. 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. 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. #J-18808-Ljbffr