Contact Center Quality Assurance Manager

MCI; Wichita (KS); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Paid Time Off

Health benefits

Career growth opportunities

Paid training opportunities

Casual dress code

Incentives and rewards

Job summary

MCI is seeking a detail-oriented Quality Assurance Manager to lead the QA function in our BPO contact center. The role involves ensuring service quality and compliance across multiple client accounts, impacting customer satisfaction and operational excellence.

Ideal candidates will have a Bachelor’s degree and 3+ years of QA leadership experience, with strong knowledge of QA methodologies and tools. Benefits include health coverage, paid time off, and growth opportunities.

Qualifications

• 3+ years of experience in a QA leadership role within a BPO or contact center.
• Strong knowledge of QA methodologies and contact center operations.
• Experience with QA software and CRM systems.

Responsibilities

• Lead the QA team in monitoring and evaluating agent interactions.
• 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

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.