Experienced Call Center Quality Assurance Supervisor

MCI Careers - 121 Jobs

Sydney, NS

Posted 5 days ago

Job Details:

Full-time

Management

Overview

MCI is one of the fastest-growing tech-enabled businesses services companies in the US, delivering Customer Experience (CX), Business Process Outsourcing (BPO) and technology solutions across multiple industries and countries worldwide. Our team use people, technology and innovation to help organizations improve customer experience and business performance.

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.

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

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

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

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.

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Frequently Asked Questions

Where is this QA Supervisor role located and what is the employment type?

This is a full-time position based in Sydney, NS.

What responsibilities does the Experienced QA Supervisor have?

The role includes supervising QA analysts, monitoring agent interactions, conducting calibration sessions, analyzing QA data, coaching for quality improvements, collaborating with Operations and Training, ensuring client and internal QA compliance, and presenting quality reports.

What qualifications are needed for the QA Supervisor role?

The ideal candidate has an associate degree, certification, or equivalent training/experience, at least 3 years of QA experience in a BPO with 1 year in a supervisory role, and strong analytical, coaching, and communication skills.

What types of skills or tools should a candidate have familiarity with for this role?

Candidates should be familiar with QA tools, CRM systems, and reporting platforms, and be detail-oriented with a focus on accuracy and compliance.

What is required to apply for this role?

To be considered, you must complete a full application on the company careers page, including all screening questions and a brief pre-employment test.

What is the focus of the QA responsibilities in this role?

The role focuses on directing QA efforts across multiple BPO campaigns, ensuring client standards are met, and driving continuous improvement in service quality.