Experienced Call Center Quality Assurance Supervisor

Overview

MCI is a tech-enabled business services company with a global footprint delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across multiple industries. Our contact centers leverage on-site and remote agents to enhance customer journeys, drive scalability, and reduce costs.

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.

Quali...