Experienced Call Center Quality Assurance Supervisor

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 hiring an Experienced QA Supervisor to lead our quality assurance efforts across multiple BPO campaigns. You’ll oversee QA analysts, ensure compliance with client standards, and drive continuous improvement in service quality.

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.

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.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below 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.

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. 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.

What You Can Expect from MCI:We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off:
  Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards:
  Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
• Health Benefits:
  
  Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings:
  Secure your future with retirement savings programs, where available.
• Disability Insurance:
  Short- and long-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance:
  Access life insurance options to safeguard your loved ones.
• Career Growth:
  With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training:
  Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment:
  Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code:
  Be comfortable while you work.

Compensation & Benefits that Fit Your LifeMCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be…