Service Quality Assurance Lead

2 days ago

Pasig, National Capital Region, Philippines beBeeQuality Full time ₱700,000 - ₱958,000
Job Overview

MCI is a leading Business Process Outsourcing company that specializes in delivering tailored solutions to meet the diverse needs of 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 Call Center Quality Assurance Supervisor to lead our quality assurance efforts across multiple BPO campaigns. You will oversee QA analysts, ensure compliance with client standards, and drive continuous improvement in service quality.

Responsibilities

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.
Requirements

The Ideal candidate for this position is highly motivated and dedicated, possessing the following qualities:

  • 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.
Benefits

At MCI, your hard work deserves recognition and rewards. Our 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, Medical and Dental coverage
  • Free meal during training
  • Career growth and learning
  • Allowances (Rice, Clothing, Laundry, Meal)
  • Performance and loyalty bonuses
  • Frequent disinfection, fogging of workplace
  • Opportunities for growth and promotion
  • Employee shuttle services
  • Company retreats and off-site events
  • Plus, more in-office rewards, raffles, recognition gifts, and treats
Work Environment

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

Conditions of Employment

All MCI Locations

  • 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)

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