Contact Center Quality Assurance Manager

We are seeking a detail-oriented and strategic Quality Assurance Manager to lead the QA function in our BPO contact center. The role is responsible for ensuring service quality, compliance, and continuous improvement across multiple client accounts, directly impacting customer satisfaction and operational excellence. Key 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). Authorized to work in the country where the job is based. Willing to submit up to a Level II background and/or security investigation with fingerprint. Willing to submit to drug screening. Physical Job Requirements This job operates in a professional office environment. The employee will be largely sedentary, requiring sitting/standing for long periods while using a computer and telephone headset. The employee will also regularly operate a computer and other office equipment, including a phone, copier, and printer. Occasional movement around the office is required, including reaching, raising, and moving objects up to forty (40) pounds. Benefits & Compensation Paid Time Off and paid holidays. Incentives and rewards including cash bonuses and prizes. Health benefits: medical, dental, and vision coverage (full-time employees eligible after 60 days; all employees eligible for MEC medical plans after 30 days). Retirement savings programs where available. Disability and life insurance options. Supplemental insurance: accident and critical illness insurance. Career growth through internal promotions. Paid training opportunities. Collaborative and engaging work environment. Casual dress code. EEO Statement MCI and its affiliates are an equal opportunity employer. All aspects of employment are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination. All employees are treated with dignity and respect. All applicants and employees are considered for employment without discrimination on the basis of age, ancestry, color, family or medical care leave, 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. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI is committed to providing reasonable accommodations for qualified employees with protected disabilities. #J-18808-Ljbffr