MCI
Experienced Call Center Quality Assurance Supervisor
MCI, Killeen, Texas, United States, 76542
Overview
Experienced Call Center Quality Assurance Supervisor. Location: Killeen, TX. MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are hiring an Experienced QA Supervisor to lead our quality assurance efforts across multiple BPO campaigns. You’ll oversee QA analysts, ensure compliance with client standards, and drive continuous improvement in service quality. Responsibilities
Supervise QA analysts and oversee daily monitoring of agent interactions. Conduct calibration sessions to ensure scoring consistency across teams. Analyze QA data and trends to identify performance gaps and training needs. Provide coaching and feedback to improve agent quality scores. Collaborate with Operations and Training to implement quality improvement plans. Ensure compliance with client requirements and internal QA standards. Prepare and present quality reports to internal leadership and clients. Qualifications
Associate Degree, Certification or Equivalent Combination of Training and Experience. Minimum 3 years of QA experience in a BPO, with at least 1 year in a supervisory role. Strong analytical, coaching, and communication skills. Familiarity with QA tools, CRM systems, and reporting platforms. Detail-oriented with a focus on accuracy and compliance. Additional Requirements
Must be authorized to work in the country where the job is based. Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada) What You Can Expect – Benefits & Compensation
Paid Time Off: Earn PTO and paid holidays to take the time you need. Incentives & Rewards: Participate in daily, weekly, and monthly contests with cash bonuses and prizes. Health Benefits: Full-time employees are eligible for medical, dental, and vision coverage after 60 days; MEC medical plans after 30 days. Benefit options vary by location. Retirement Savings: Retirement savings programs, where available. Disability Insurance: Short-term disability coverage. Life Insurance: Life insurance options. Supplemental Insurance: Accident and critical illness insurance. Career Growth: Focus on internal promotions and advancement opportunities. Paid Training: Learn new skills while earning a paycheck. Work Environment: Team-oriented culture that fosters collaboration and engagement. Casual Dress Code: Be comfortable while you work. Additional Information
The employer reserves the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. This job operates in a professional office environment; employees may be seated for long periods and will use a computer and telephone headset. Reasonable accommodations for qualified applicants with disabilities will be provided in accordance with applicable laws. Company Context
MCI helps customers take on their CX and DX challenges differently, delivering industry-leading solutions and driving performance. MCI is the holding company for a diverse lineup of tech-enabled business services and has 10,000+ employees with 150+ North American client partners across multiple brands.
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Experienced Call Center Quality Assurance Supervisor. Location: Killeen, TX. MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are hiring an Experienced QA Supervisor to lead our quality assurance efforts across multiple BPO campaigns. You’ll oversee QA analysts, ensure compliance with client standards, and drive continuous improvement in service quality. Responsibilities
Supervise QA analysts and oversee daily monitoring of agent interactions. Conduct calibration sessions to ensure scoring consistency across teams. Analyze QA data and trends to identify performance gaps and training needs. Provide coaching and feedback to improve agent quality scores. Collaborate with Operations and Training to implement quality improvement plans. Ensure compliance with client requirements and internal QA standards. Prepare and present quality reports to internal leadership and clients. Qualifications
Associate Degree, Certification or Equivalent Combination of Training and Experience. Minimum 3 years of QA experience in a BPO, with at least 1 year in a supervisory role. Strong analytical, coaching, and communication skills. Familiarity with QA tools, CRM systems, and reporting platforms. Detail-oriented with a focus on accuracy and compliance. Additional Requirements
Must be authorized to work in the country where the job is based. Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada) What You Can Expect – Benefits & Compensation
Paid Time Off: Earn PTO and paid holidays to take the time you need. Incentives & Rewards: Participate in daily, weekly, and monthly contests with cash bonuses and prizes. Health Benefits: Full-time employees are eligible for medical, dental, and vision coverage after 60 days; MEC medical plans after 30 days. Benefit options vary by location. Retirement Savings: Retirement savings programs, where available. Disability Insurance: Short-term disability coverage. Life Insurance: Life insurance options. Supplemental Insurance: Accident and critical illness insurance. Career Growth: Focus on internal promotions and advancement opportunities. Paid Training: Learn new skills while earning a paycheck. Work Environment: Team-oriented culture that fosters collaboration and engagement. Casual Dress Code: Be comfortable while you work. Additional Information
The employer reserves the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. This job operates in a professional office environment; employees may be seated for long periods and will use a computer and telephone headset. Reasonable accommodations for qualified applicants with disabilities will be provided in accordance with applicable laws. Company Context
MCI helps customers take on their CX and DX challenges differently, delivering industry-leading solutions and driving performance. MCI is the holding company for a diverse lineup of tech-enabled business services and has 10,000+ employees with 150+ North American client partners across multiple brands.
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