Experienced Call Center Quality Assurance Supervisor

Job Overview

We are hiring an Experienced QA Supervisor to lead quality assurance efforts across multiple BPO campaigns. You will 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.
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Ready to Apply?

Submit your application today and join our talented team at MCI.