
Leadership Quality Assurance Professional
17 hours ago
Quality Assurance Manager
OverviewMCI 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 and operational excellence, requiring expertise in quality trends analysis, compliance management, and continuous improvement initiatives.
The ideal candidate will have experience in QA leadership within a BPO or contact center environment and possess excellent analytical, coaching, and communication skills.
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).
We offer competitive compensation and benefits packages designed to grow with you over time. Starting compensation is based on experience.
Work Environment and DiversityThis job operates in a professional office environment. MCI embraces diversity and is committed to equal opportunity in all aspects of employment.
Reasonable accommodations are provided in accordance with applicable laws and regulations.
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