MCI
Overview
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 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. Note:
To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
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 & Legal
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 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) Compensation & Benefits
MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. What You Can Expect from MCI
Paid Time Off Earn PTO and paid holidays to take the time you need. Incentives & Rewards Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars! Health Benefits Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location. Retirement Savings Secure your future with retirement savings programs, where available. Disability Insurance Short-term disability coverage is available to help protect you during unexpected challenges. Life Insurance Access life insurance options to safeguard your loved ones. Supplemental Insurance Accident and critical illness insurance Career Growth With a focus on internal promotions, employees enjoy significant advancement opportunities. Paid Training Learn new skills while earning a paycheck. Fun, Engaging Work Environment Enjoy a team-oriented culture that fosters collaboration and engagement. Casual Dress Code Be comfortable while you work. Note
The employer reserves the right to revise this job description at any time. This description is not a contract of employment, and either party may terminate employment at any time, for any reason. This job operates in a professional office environment and may require prolonged computer use. In addition, MCI embraces diversity and is an equal opportunity employer.
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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 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. Note:
To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
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 & Legal
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 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) Compensation & Benefits
MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. What You Can Expect from MCI
Paid Time Off Earn PTO and paid holidays to take the time you need. Incentives & Rewards Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars! Health Benefits Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location. Retirement Savings Secure your future with retirement savings programs, where available. Disability Insurance Short-term disability coverage is available to help protect you during unexpected challenges. Life Insurance Access life insurance options to safeguard your loved ones. Supplemental Insurance Accident and critical illness insurance Career Growth With a focus on internal promotions, employees enjoy significant advancement opportunities. Paid Training Learn new skills while earning a paycheck. Fun, Engaging Work Environment Enjoy a team-oriented culture that fosters collaboration and engagement. Casual Dress Code Be comfortable while you work. Note
The employer reserves the right to revise this job description at any time. This description is not a contract of employment, and either party may terminate employment at any time, for any reason. This job operates in a professional office environment and may require prolonged computer use. In addition, MCI embraces diversity and is an equal opportunity employer.
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