
Contact Center Quality Assurance Manager
3 weeks ago
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.
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.
- 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.
#J-18808-Ljbffr
-
Contact Center Quality Assurance Manager
2 weeks ago
San Fernando, Central Luzon, Philippines MCI Full timeOverviewMCI 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...
-
Contact Center Manager
2 weeks ago
San Fernando, Central Luzon, Philippines MCI Full timeOverviewFull-TimeMCI 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 strategic and results-oriented Contact Center...
-
Leadership Quality Assurance Professional
2 weeks ago
San Fernando, Central Luzon, Philippines beBeeQuality Full time $60,000 - $75,000Job TitleQuality Assurance ManagerOverviewMCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of clients. We are seeking a detail-oriented and strategic Quality Assurance Manager to lead the QA function in our contact center.This role directly impacts customer satisfaction...
-
Contact Center Manager
2 weeks ago
San Fernando, Central Luzon, Philippines MCI Full timeOverviewFull-TimeMCI 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 strategic and results-oriented Contact Center...
-
Contact Center Manager
3 weeks ago
San Fernando, Central Luzon, Philippines MCI Full timeOverviewFull-TimeMCI 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 strategic and results-oriented Contact Center...
-
Contact Center Innovator
2 weeks ago
San Fernando, Central Luzon, Philippines beBeeExpert Full time $79,100 - $146,900Professional Services Contact Center ExpertAs a key member of our team, you will be responsible for driving innovation in customer experience by implementing and delivering contact center solutions. With expertise in contact center platforms and tools, you will ensure that our customers receive the best possible service.Key Responsibilities:Implement contact...
-
Clinical Quality Assurance
2 weeks ago
San Fernando, Central Luzon, Philippines WESTLAKE MEDICAL CENTER Full time $104,000 - $130,878 per yearGraduate of any 4yr courseAt least three (3) years of experience in Quality Assurance, Customer Service role, and supervisory or leadership role.With knowledge in ISO 9001 Documentation, Leadership Training, Problem Solving Tools and Techniques, QC tools, process analysis, 7S and 8D, Customer Service Training, Leadership TrainingWith experience in healthcare...
-
Contact Center Team Leader
2 weeks ago
San Fernando, Central Luzon, Philippines beBeeLeadership Full time ₱2,000,000 - ₱2,500,000Contact Center Leadership RoleJob OverviewThis leadership position oversees the daily operations of a BPO contact center. The ideal candidate will ensure service excellence, operational efficiency, and client satisfaction across multiple campaigns.Key Responsibilities:Manage overall contact center operations, including staffing, performance, and service...
-
Quality Assurance
3 weeks ago
San Fernando, Central Luzon, Philippines MCI Full timeOverviewFull-TimeMCI 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.As a Quality Assurance (QA) Specialist, you will be responsible...
-
Contact Center Operations Leader
2 weeks ago
San Fernando, Central Luzon, Philippines beBeeLeadership Full time ₱800,000 - ₱1,500,000Job OpportunityWe are seeking an experienced operations leader to oversee the daily activities of a high-volume contact center. The successful candidate will drive performance, ensure client satisfaction, and lead a team of supervisors, team leads, and support staff.The ideal candidate will have a strong background in business operations, leadership, and...