Contact Center Quality Assurance Manager
MCIKilleen, Texas, United States
Posted August 7, 2025
Full Time
About the Company
MCI provides tech-enabled business services and outsourcing solutions for brands worldwide, simplifying contact center operations.
Job Description
MCI is seeking a detail-oriented Quality Assurance Manager to lead the QA function in their BPO contact center. This role is focused on ensuring service quality, compliance, and continuous improvement across client accounts. The manager will collaborate with stakeholders and lead the development of QA frameworks and training programs.
Requirements
- Bachelor’s degree in Business, Quality Management, or 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
Benefits
- Paid Time Off
- Incentives & Rewards
- Health Benefits
- Retirement Savings
- Disability Insurance
- Life Insurance
- Supplemental Insurance
- Career Growth
- Paid Training
- Casual Dress Code