Contact Center Quality Assurance Manager

3 weeks ago

San Fernando, Central Luzon, Philippines MCI Full time
Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. 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.

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.
Qualifications
  • 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 and 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. (Note: drug screening may not apply in Canada.)
Compensation and Benefits

We offer competitive compensation and benefits packages designed to grow with you over time. Starting compensation is based on experience, and we provide various benefits and incentives to support and reward our team members.

Work Environment and Diversity

This job operates in a professional office environment. MCI embraces diversity and is committed to equal opportunity in all aspects of employment. All aspects of employment at MCI are based on merit and qualifications. Reasonable accommodations are provided in accordance with applicable laws and regulations.

The employer reserves the right to revise this job description at any time. This description is not a contract for employment, and either party may terminate employment at any time, for any reason.


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