Quality Assurance Specialist

POSITION OVERVIEW

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 seeking a detail-oriented and analytical Quality Assurance Specialist to join our team. This role is critical in ensuring the highest level of service quality within our call center operations. The ideal candidate will be responsible for monitoring calls, assessing agent performance, analyzing data trends, and recommending process improvements. This position requires a keen eye for detail, strong communication skills, and a passion for quality assurance within a BPO environment.

 

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.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Listen to live or recorded calls to evaluate agent performance against established standards.

• Develop and use evaluation forms to score calls based on communication skills, adherence to scripts, and problem resolution.

• Analyze call data to identify trends and areas for improvement.

• Prepare detailed reports on agent performance and key quality metrics.

• Offer constructive feedback to agents to improve their performance.

• Assist in the development and delivery of training programs based on identified needs.

• Detect recurring issues and recommend process improvements to enhance service quality.

• Ensure that all interactions comply with company policies and industry regulations.

• Work with clients to understand their quality expectations and ensure they are met.

• Keep stakeholders informed about quality performance and improvement initiatives.

STANDARD 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:

• High School Diploma/GED

• 2-3 years of experience in quality assurance or a similar role within a BPO environment.

• Proven experience in data analysis and performance evaluation.

• Strong understanding of industry-standard quality metrics such as Net Promoter Score (NPS), Average Handling Time (AHT), and Customer Satisfaction Score (CSAT).

• Knowledge of BPO processes and best practices.

• Familiarity with compliance standards and regulations relevant to the BPO industry.

• Proficiency in using quality monitoring tools and software.

• Excellent analytical and problem-solving skills.

• Strong attention to detail for accurate call monitoring and evaluation.

• Effective verbal and written communication skills.

• Strong interpersonal skills to provide constructive feedback and collaborate with team members.

• Ability to adapt to changing environments and manage multiple tasks simultaneously.

CONDITIONS

All MCI Locations

• 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)

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

COMPENSATION, BENEFITS, INCENTIVES, AND REWARDS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

 

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over