Quality Assurance Manager - Contact Center Excellence

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

Benefits offered by this job

Paid Time Off

Health Benefits

Retirement Savings

Career Growth

Paid Training

Job summary

MCI Careers in Wichita, Kansas, is seeking a Quality Assurance Manager to lead the QA team in a BPO contact center. In this pivotal role, you will oversee service quality, compliance, and continuous improvement initiatives that directly impact customer satisfaction.

Ideal candidates will have a Bachelor’s degree, at least 3 years of QA leadership experience, and strong knowledge of QA methodologies. We offer competitive compensation, extensive health benefits, and opportunities for career growth.

Qualifications

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

Responsibilities

• Lead the QA team in evaluating agent interactions.
• Develop QA frameworks and scorecards.
• Analyze trends and provide actionable insights.

Skills

Analytical skills

Coaching skills

Communication skills

Knowledge of QA methodologies

Experience with QA software

Education

Bachelor’s degree in business or related field

Tools

CRM systems

Reporting tools

Job description

MCI Careers in Wichita, Kansas, is seeking a Quality Assurance Manager to lead the QA team in a BPO contact center. In this pivotal role, you will oversee service quality, compliance, and continuous improvement initiatives that directly impact customer satisfaction.

Ideal candidates will have a Bachelor’s degree, at least 3 years of QA leadership experience, and strong knowledge of QA methodologies. We offer competitive compensation, extensive health benefits, and opportunities for career growth.