Senior Call Center QA Lead: Quality & Performance Coach

MCI; Killeen (TX); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Paid Time Off

Incentives & Rewards

Health Benefits

Retirement Savings

Disability Insurance

Life Insurance

Supplemental Insurance

Career Growth

Paid Training

Fun, Engaging Work Environment

Casual Dress Code

Job summary

MCI in Killeen, Texas is looking for an Experienced QA Supervisor to oversee quality assurance across BPO campaigns. The individual will lead QA analysts, ensure compliance with client standards and focus on enhancing service quality through continuous improvement.

The ideal candidate has a strong background in QA, at least three years of experience in a BPO setting, and effective coaching and communication skills. A detailed-oriented approach is essential for this role, alongside the ability to work with QA tools and CRM systems.

Qualifications

• Minimum 3 years of QA experience in a BPO.
• At least 1 year in a supervisory role.
• Must be detail-oriented with a focus on accuracy.

Responsibilities

• Supervise QA analysts and monitor agent interactions.
• Conduct calibration sessions for scoring consistency.
• Analyze QA data to identify performance gaps.

Skills

Strong analytical skills

Coaching skills

Communication skills

Detail-oriented

Familiarity with QA tools

Education

Associate degree or equivalent

Tools

CRM systems

QA tools

Reporting platforms

Job description

MCI in Killeen, Texas is looking for an Experienced QA Supervisor to oversee quality assurance across BPO campaigns. The individual will lead QA analysts, ensure compliance with client standards and focus on enhancing service quality through continuous improvement.

The ideal candidate has a strong background in QA, at least three years of experience in a BPO setting, and effective coaching and communication skills. A detailed-oriented approach is essential for this role, alongside the ability to work with QA tools and CRM systems.