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Contact Centre Qa Manager Jobs (NOW HIRING)

Windows USA

Call Center QA Manager

Irving, TX · On-site

Required Experience: - 3-5+ years of experience in a call center, contact center, or workforce management role. - Meaningful experience in quality assurance, real-time operations, or vendor ...

Windows USA

Call Center QA Manager

Irving, TX · On-site

Experience: 3-5+ years of experience in a call center, contact center, or workforce management role. * Meaningful experience in quality assurance, real-time operations, or vendor management. * Proven ...

MCI Careers

Contact CenterQuality Assurance Manager

Tampa, FL · On-site

$105K - $127K/yr

We are seeking a detail-oriented and strategic Quality Assurance Manager to lead the QA function in our BPO contact center. You will be responsible for ensuring service quality, compliance, and ...

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How much do contact centre qa manager jobs pay per year?

As of Sep 10, 2026, the average yearly pay for contact centre qa manager in the United States is $86,159.00, according to ZipRecruiter salary data. Most workers in this role earn between $44,000.00 and $136,000.00 per year, depending on experience, location, and employer.

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Contact Center Quality Assurance Manager

Killeen, TX

MCI Careers
Computer and Electronic Product Manufacturing • 1 - 5K employees
Learn more about MCI Careersexternal

Full-time

Re-posted 13 days ago

Job description

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are seeking a detail-oriented and strategic Quality Assurance Manager to lead the QA function in our BPO contact center. You will be responsible for ensuring service quality, compliance, and continuous improvement across multiple client accounts. This is a key leadership role that directly impacts customer satisfaction and operational excellence.

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:

  • Lead the QA team in monitoring and evaluating agent interactions across various campaigns.
  • Develop and implement QA frameworks, scorecards, and calibration sessions.
  • Analyze quality trends and provide actionable insights to operations and training teams.
  • Ensure compliance with client standards, internal policies, and regulatory requirements.
  • Conduct audits, feedback sessions, and coaching to improve agent performance.
  • Collaborate with stakeholders to align QA initiatives with business goals.
  • 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:

  • Bachelor’s degree in business, Quality Management, or a related field (preferred).
  • 3+ years of experience in a QA leadership role within a BPO or contact center.
  • Strong knowledge of QA methodologies, tools, and contact center operations.
  • Excellent analytical, coaching, and communication skills.
  • Experience with QA software, CRM systems, and reporting tools.
  • Certifications in Quality, Six Sigma, or related areas (a plus).
MCI Careers logo

About MCI Careers

Sourced by ZipRecruiter

MCI Careers is a noted global leader in the Business Process Outsourcing (BPO) industry located in Ashburn, VA, US. Recognized for delivering robust customer engagement services, tech integrations, and consulting, they serve numerous world-class brands and governmental bodies. MCI Careers was established in 2009 by Anthony Marlowe following the purchase of his prior BPO company which boasted over 3,200 employees. The company has set a mission to provide opportunities for people who seek continuous improvement and personal growth through their professional journey.

Industry

Computer and electronic product manufacturing

Company size

1,001 - 5,000 Employees

Headquarters location

Ashburn, VA, US

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