Experienced Call Center Quality Assurance Supervisor

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 hiring an Experienced QA Supervisor to lead our quality assurance efforts across multiple BPO campaigns. You’ll oversee QA analysts, ensure compliance with client standards, and drive continuous improvement in service quality. 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. 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 & Conditions Must be authorized to work in the country where the job is based. Willing to submit up to a Level II background and/or security investigation with fingerprint; job offers contingent on results. Willing to submit to drug screening; contingent on results. (Not applicable in Canada) Must be willing to work in a professional office environment; sedentary with long periods of computer use. Compensation & Benefits Competitive base salary based on experience. Health, dental, and vision coverage. Performance and loyalty bonuses. Employee growth and learning opportunities. Employee recognition and social events. ADA & Accommodation Statement 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. Equal Employment Opportunity Statement 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. 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