Contact Center Quality Assurance Manager

MCI Careers; Killeen (TX); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Paid Time Off

Incentives & Rewards

Health Benefits

Retirement Savings

Disability Insurance

Life Insurance

Career Growth

Paid Training

Casual Dress Code

Job summary

MCI Careers in Killeen, Texas, is seeking a Quality Assurance Manager to oversee the QA function in its contact center. In this key leadership role, you will ensure service quality, compliance, and continuous improvement. Candidates should have 3+ years of experience in QA leadership, strong knowledge of methodologies and contact center operations. Competitive compensation and benefits. Join a fast-growing team focused on operational excellence and customer satisfaction.

Qualifications

• 3+ years of experience in a QA leadership role within a BPO or contact center.
• Strong knowledge of contact center operations.
• Certifications in Quality, Six Sigma, or related areas are a plus.

Responsibilities

• Lead the QA team in monitoring and evaluating agent interactions across various campaigns.
• Develop and implement QA frameworks and scorecards.
• Analyze quality trends and provide actionable insights.

Skills

QA methodologies

Analytical skills

Coaching skills

Communication skills

Education

Bachelor’s degree in business or related field

Tools

QA software

CRM systems

Reporting tools

Job description

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA with a strong call center footprint across multiple countries. We are seeking a detail-oriented and strategic Quality Assurance Manager to lead the QA function in our BPO contact center. You will be responsible for ensuring service quality, compliance, and continuous improvement across multiple client accounts. This is a key leadership role that directly impacts customer satisfaction and operational excellence.

POSITION 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.

CANDIDATE 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).

COMPENSATION DETAILS

Our compensation and benefits packages are competitive and designed to grow with employees 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:

• Paid Time Off: Earn PTO and paid holidays.
• Incentives & Rewards: Participate in contests that include cash bonuses and prizes.
• Health Benefits: Comprehensive medical, dental, and vision coverage after 60 days of employment.
• Retirement Savings: Available retirement savings programs where offered.
• Disability Insurance: Short-term disability coverage.
• Life Insurance: Options to safeguard loved ones.
• Career Growth: Internal promotion focus provides advancement opportunities.
• Paid Training: Earn while you learn new skills.
• Work Environment: Team-oriented, engaging culture.
• Casual Dress Code: Comfortable attire.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. The employee will be largely sedentary and may be required to sit or stand for long periods, use a computer and telephone headset, and occasionally move about the office. They may need to lift or move objects up to 40 pounds.

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.
• Must be willing to submit a Level II background and/or security investigation with a fingerprint; job offers are contingent on the results.
• Must be willing to submit to drug screening; offers are contingent on results.

REASONABLE ACCOMMODATION

Consistent with the ADA, MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless undue hardship is incurred.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace diversity and maintain a work environment free from discrimination. All employment decisions are based on merit and qualifications. MCI provides equal opportunity to all applicants and employees and is committed to a diverse and inclusive workplace.

We comply with applicable laws, regulations and ordinances and do not discriminate on the basis of age, ancestry, color, family or medical 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 other protected characteristics. MCI considers qualified applicants with criminal histories in accordance with local and federal requirements.