Quality Assurance Manager - Contact Center Excellence

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

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.