Experienced Call Center Quality Assurance Supervisor

3 weeks ago

San Fernando, Central Luzon, Philippines MCI Full time
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 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.

Note: 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.

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.
Location & Compliance
  • 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)
What You Can Expect

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.

What you can expect from MCI includes a range of benefits such as:

  • 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 meal during training
  • Career growth and learning; Allowances for rice, clothing, laundry and meals
  • Performance and loyalty bonuses; Frequent disinfection and workplace hygiene
  • Opportunities for growth and promotion; Employee shuttle services
  • Company retreats and off-site events; Social and networking opportunities
  • In-office rewards, raffles, recognition gifts, and treats
Company & Diversity

The information above is intended to provide a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, or qualifications. MCI is an equal opportunity employer and embraces diversity. All aspects of employment are based on merit and qualifications, and the company provides reasonable accommodations to qualified applicants with disabilities where required by law.

Additional Information

This job operates in a professional office environment. The role is largely sedentary and requires routine use of a computer and telephone headset. Occasional movement in the office may be required.
MCI reserves the right to revise this description at any time. This document is not a contract of employment and does not alter at-will employment status.


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