Location
sydney, cape breton regional municipality, Canada
Posted
July 20, 2026
Job Description
MCI is searching for a strategic Quality Assurance Manager to lead its BPO contact center's QA functions. This pivotal role enhances customer satisfaction through quality compliance and continuous improvement.
In this leadership position, the Quality Assurance Manager will ensure operational excellence across various client accounts. You will lead a team to monitor agent interactions, develop QA frameworks, and align quality initiatives with business goals. Utilize your strong analytical and coaching skills to provide actionable insights for better performance.
Key Responsibilities:
• Lead QA team in monitoring agent interactions
• Develop and implement QA frameworks and scorecards
• Analyze quality trends for operational insights
• Ensure compliance with standards and regulations
• Conduct coaching and feedback sessions for agents
Requirements:
• Bachelor’s degree preferred in business or quality management
• 3+ years in a QA leadership role in BPO
• K...
In this leadership position, the Quality Assurance Manager will ensure operational excellence across various client accounts. You will lead a team to monitor agent interactions, develop QA frameworks, and align quality initiatives with business goals. Utilize your strong analytical and coaching skills to provide actionable insights for better performance.
Key Responsibilities:
• Lead QA team in monitoring agent interactions
• Develop and implement QA frameworks and scorecards
• Analyze quality trends for operational insights
• Ensure compliance with standards and regulations
• Conduct coaching and feedback sessions for agents
Requirements:
• Bachelor’s degree preferred in business or quality management
• 3+ years in a QA leadership role in BPO
• K...