MCI
Tampa, FL
Overview MCI is a leading Business Process Outsourcing (BPO) company that delivers tailored solutions to meet client needs. We are seeking a detail-oriented and strategic Quality Assurance Manager to lead the QA function in our BPO contact center. You will be responsible for ensuring service quality, compliance, and continuous improvement across multiple client accounts. This is a key leadership role that directly impacts customer satisfaction and operational excellence.
Responsibilities
Lead the QA team in monitoring and evaluating agent interactions across various campaigns.
Develop and implement QA frameworks, scorecards, and calibration sessions.
Analyze quality trends and provide actionable insights to operations and training teams.
Ensure compliance with client standards, internal policies, and regulatory requirements.
Conduct audits, feedback sessions, and coaching to improve agent performance.
Collaborate with stakeholders to align QA initiatives with business goals.
Prepare and present quality reports to internal leadership and clients.
Qualifications
Bachelor’s degree in Business, Quality Management, or a 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.
Certifications in Quality, Six Sigma, or related areas (a plus).
Location and Work Authorization
Must be authorized to work in the country where the job is based.
Subject to the program and location of the position.
Must be willing to submit to background and/or security investigations as required; drug screening may apply where permitted by law (Canada exceptions noted).
What We Offer
Compensation and benefits designed to be competitive and to grow with you over time.
Paid Time Off and holidays, incentives and rewards, and comprehensive health benefits after eligibility.
Retirement savings, disability and life insurance options, and supplemental insurance where available.
Career growth opportunities with a focus on internal promotions.
Paid training and a collaborative, engaging work environment.
Equal Employment Opportunity MCI embraces diversity and is an equal opportunity employer. All aspects of employment are based on merit and qualifications and are without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex, sexual orientation, or any other characteristic protected by applicable laws. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.
This job operates in a professional office environment. Reasonable accommodations may be provided to qualified applicants and employees in accordance with the Americans with Disabilities Act (ADA) and applicable laws.
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Overview MCI is a leading Business Process Outsourcing (BPO) company that delivers tailored solutions to meet client needs. We are seeking a detail-oriented and strategic Quality Assurance Manager to lead the QA function in our BPO contact center. You will be responsible for ensuring service quality, compliance, and continuous improvement across multiple client accounts. This is a key leadership role that directly impacts customer satisfaction and operational excellence.
Responsibilities
Lead the QA team in monitoring and evaluating agent interactions across various campaigns.
Develop and implement QA frameworks, scorecards, and calibration sessions.
Analyze quality trends and provide actionable insights to operations and training teams.
Ensure compliance with client standards, internal policies, and regulatory requirements.
Conduct audits, feedback sessions, and coaching to improve agent performance.
Collaborate with stakeholders to align QA initiatives with business goals.
Prepare and present quality reports to internal leadership and clients.
Qualifications
Bachelor’s degree in Business, Quality Management, or a 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.
Certifications in Quality, Six Sigma, or related areas (a plus).
Location and Work Authorization
Must be authorized to work in the country where the job is based.
Subject to the program and location of the position.
Must be willing to submit to background and/or security investigations as required; drug screening may apply where permitted by law (Canada exceptions noted).
What We Offer
Compensation and benefits designed to be competitive and to grow with you over time.
Paid Time Off and holidays, incentives and rewards, and comprehensive health benefits after eligibility.
Retirement savings, disability and life insurance options, and supplemental insurance where available.
Career growth opportunities with a focus on internal promotions.
Paid training and a collaborative, engaging work environment.
Equal Employment Opportunity MCI embraces diversity and is an equal opportunity employer. All aspects of employment are based on merit and qualifications and are without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex, sexual orientation, or any other characteristic protected by applicable laws. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.
This job operates in a professional office environment. Reasonable accommodations may be provided to qualified applicants and employees in accordance with the Americans with Disabilities Act (ADA) and applicable laws.
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