Contact Center Quality Assurance Manager
On-sitePasig City, Metro Manila, Philippines
Job Summary
Lead the QA team in monitoring and evaluating agent interactions across various campaigns while developing frameworks, scorecards, and calibration sessions. Analyze quality trends to provide actionable insights for operations and training, ensuring compliance with client standards, internal policies, and regulatory requirements. Conduct audits, feedback sessions, and coaching to improve agent performance, collaborating with stakeholders to align initiatives with business goals. Prepare and present quality reports to internal leadership and clients. This detail-oriented leadership role directly impacts customer satisfaction and operational excellence within MCI's expanding BPO contact center footprint.
Required Qualifications
- 3+ years of experience in a QA leadership role within a BPO or contact center
- Must be authorized to work in the country where the job is based
- Must be willing to submit to drug screening
Desired Qualifications
- Bachelor's degree in business, Quality Management, or a related field (preferred)
- Certifications in Quality, Six Sigma, or related areas (a plus)
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation
- Must be willing to submit to drug screening
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