MCI
Experienced Call Center Quality Assurance Supervisor
MCI, Addison, Texas, United States, 75001
Overview
Experienced Call CenterQuality Assurance Supervisor 3 months ago Be among the first 25 applicants Dallas, TX 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. 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.
Key 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.
Location & Employment Type
Location: Dallas, TX (with reference to various U.S. locations in the posting)
Employment type: Full-time
Seniority level: Mid-Senior level
Industries: Outsourcing and Offshoring Consulting
What You Can Expect — Compensation & Benefits
Paid Time Off including PTO and paid holidays
Incentives & Rewards with cash bonuses and prizes
Health Benefits for full-time employees (medical, dental, vision)
Retirement Savings
Disability Insurance
Life Insurance
Supplemental Insurance (accident and critical illness)
Career Growth and Paid Training
Casual Dress Code and a fun, engaging work environment
Other Information
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; offers contingent on results.
Must be willing to submit to drug screening (excludes Canada).
Compensation details: Richardson, TX $55,000 - $65,000 (posted 4 days ago). This job operates in a professional office environment and may require sitting/standing for long periods while using a computer and headset. Reasonable accommodations available under ADA policy. MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications. MCI may revise this job description at any time; it is not a contract for employment.
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Experienced Call CenterQuality Assurance Supervisor 3 months ago Be among the first 25 applicants Dallas, TX 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. 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.
Key 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.
Location & Employment Type
Location: Dallas, TX (with reference to various U.S. locations in the posting)
Employment type: Full-time
Seniority level: Mid-Senior level
Industries: Outsourcing and Offshoring Consulting
What You Can Expect — Compensation & Benefits
Paid Time Off including PTO and paid holidays
Incentives & Rewards with cash bonuses and prizes
Health Benefits for full-time employees (medical, dental, vision)
Retirement Savings
Disability Insurance
Life Insurance
Supplemental Insurance (accident and critical illness)
Career Growth and Paid Training
Casual Dress Code and a fun, engaging work environment
Other Information
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; offers contingent on results.
Must be willing to submit to drug screening (excludes Canada).
Compensation details: Richardson, TX $55,000 - $65,000 (posted 4 days ago). This job operates in a professional office environment and may require sitting/standing for long periods while using a computer and headset. Reasonable accommodations available under ADA policy. MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications. MCI may revise this job description at any time; it is not a contract for employment.
#J-18808-Ljbffr