Contact Center Quality Assurance Manager

Overview

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.

We are seeking a detail-oriented and strategic Quality Assurance Manager to lead the QA function in our BPO contact center. You will be responsible for ensuring service quality, compliance, and continuous improvement across multiple client accounts. This is a key leadership role that directly impacts customer satisfaction and operational excellence.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

• 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.

• 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).

• Must be authorized to work in the country where the job is based.
• Subject to the program and location of the position.
• 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)

At MCI, 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; Rank & File ₱100,000 coverage; Supervisors/Managers ₱120,000 coverage
• Dental Coverage; In-house dental assistance worth ₱5,000
• Free meals 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; Social engagement opportunities
• Plus, more in-office rewards, raffles, recognition gifts, and treats

All MCI locations: MCI is an equal opportunity employer. We are committed to an inclusive environment for all employees and applicants. We do not discriminate on the basis of age, ancestry, color, 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. We will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. We provide reasonable accommodations to qualified applicants and employees with disabilities where required by law.

Driving modernization through digitalization, MCI offers a range of technology-enabled services, operates multiple subsidiaries, and serves a broad client base across North America and beyond. This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of duties, responsibilities, and qualifications. The employer may revise this description at any time and may require you to perform other duties as assigned.