Contact Center Quality Assurance Manager

MCI is a leading technology‑enabled business services provider with a strong call center presence in the United States and across multiple countries. The company delivers Customer Experience (CX), Business Process Outsourcing (BPO), and cloud‑based solutions to industries such as healthcare, retail, government, telecom, technology, e‑commerce, and financial services. MCI’s contact centers are powered by on‑site and remote agents and leverage advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

Job Summary

MCI is seeking a detail‑oriented and strategic Quality Assurance Manager to lead the QA function within its BPO contact center. The role is responsible for ensuring service quality, compliance, and continuous improvement across multiple client accounts, directly impacting customer satisfaction and operational excellence.

Key Responsibilities

• Lead the QA team in monitoring and evaluating agent i...