Quality Assurance Specialist

MCI; Nashville (TN); Remote; USD 40,000 - 60,000; Full time

Job summary

MCI, a leading BPO company, is seeking a Quality Assurance Specialist to ensure service quality in call center operations. This role involves monitoring calls, analyzing performance, and recommending improvements. Ideal candidates should have a strong analytical background and excellent communication skills, along with a high school diploma and relevant experience.

Benefits

Paid time off

Health coverage

Retirement plans

Career growth opportunities

Paid training

Qualifications

• 2-3 years of experience in quality assurance within a BPO.
• Proficiency in using quality monitoring tools and software.
• Strong understanding of quality metrics like NPS, AHT, CSAT.

Responsibilities

• Listen to calls and evaluate agent performance against standards.
• Analyze call data to identify trends and areas for improvement.
• Prepare detailed reports on quality metrics and agent performance.

Skills

Data analysis

Problem-solving

Attention to detail

Communication

Interpersonal skills

Education

High School Diploma/GED

Tools

Quality monitoring tools

Job description

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Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Remote Work-at-Home

We are seeking a detail-oriented and analytical Quality Assurance Specialist to join our team. This role is critical in ensuring the highest level of service quality within our call center operations. The ideal candidate will be responsible for monitoring calls, assessing agent performance, analyzing data trends, and recommending process improvements. This position requires a keen eye for detail, strong communication skills, and a passion for quality assurance within a BPO environment.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Key Responsibilities

• Listen to live or recorded calls to evaluate agent performance against established standards.
• Develop and use evaluation forms to score calls based on communication skills, adherence to scripts, and problem resolution.
• Analyze call data to identify trends and areas for improvement.
• Prepare detailed reports on agent performance and key quality metrics.
• Offer constructive feedback to agents to improve their performance.
• Assist in the development and delivery of training programs based on identified needs.
• Detect recurring issues and recommend process improvements to enhance service quality.
• Ensure that all interactions comply with company policies and industry regulations.
• Work with clients to understand their quality expectations and ensure they are met.
• Keep stakeholders informed about quality performance and improvement initiatives.

Candidate Qualifications

All positive, motivated, and dedicated applicants are encouraged to apply. The ideal candidates for this position should possess the following qualities:

• High School Diploma/GED
• 2-3 years of experience in quality assurance or a similar role within a BPO environment.
• Proven experience in data analysis and performance evaluation.
• Strong understanding of industry-standard quality metrics such as NPS, AHT, and CSAT.
• Knowledge of BPO processes and best practices.
• Familiarity with compliance standards and regulations relevant to the BPO industry.
• Proficiency in using quality monitoring tools and software.
• Excellent analytical and problem-solving skills.
• Strong attention to detail for call monitoring and evaluation.
• Effective verbal and written communication skills.
• Strong interpersonal skills to provide constructive feedback and collaborate with team members.
• Ability to adapt to changing environments and manage multiple tasks.

Conditions of Employment

Must be authorized to work in the country where the job is based. Willingness to submit to background checks, security investigations, and drug screening as applicable.

Compensation and Benefits

We offer competitive compensation based on experience, along with benefits such as paid time off, incentives, health coverage, retirement plans, disability and life insurance, career growth opportunities, paid training, and a fun work environment.

If you’re ready to join a company that values your contributions and supports your growth, apply today!

Physical Requirements

This job is primarily sedentary, requiring sitting/standing for long periods, operating computers and office equipment, and occasionally moving around the office.

Reasonable Accommodation

We provide accommodations for qualified individuals with disabilities as required by law. Please contact Human Resources for assistance.

Diversity and Equality

We embrace diversity and are committed to providing a work environment free from discrimination and harassment. All employment decisions are based on merit and qualifications.

About MCI

MCI is a leading provider of CX and DX solutions, helping clients improve their customer experiences through innovative BPO, IT, and staffing services. Recognized for rapid growth and industry leadership, MCI operates multiple facilities across North America and beyond, employing over 10,000 professionals.

We are committed to digitalization, growth, and creating a supportive environment for our employees. Join us to be part of a dynamic and expanding organization.

Job Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Quality Assurance
• Industries: Outsourcing and Offshoring Consulting

Apply now to be part of our team and contribute to delivering exceptional service quality!