Contact Center Quality Assurance Manager

Quality Assurance Manager

MCI seeks 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 int...