Quality Assurance Specialist

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 detailoriented 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 preemployment test.

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.

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

• 23 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 industrystandard 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 problemsolving 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.

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)

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 time. Starting compensation is based on experience and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:
We understand the importance of balance and support which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily weekly and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacationsand sometimes even cars!
• Health Benefits: Fulltime employees are eligible for comprehensive medical dental and vision coverage after 90 days of employment and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs where available.
• Disability Insurance: Short and longterm disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Career Growth: With a focus on internal promotions employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun Engaging Work Environment: Enjoy a teamoriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & Benefits that Fit Your Life
MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography the core of our commitment remains the same: rewarding effort providing growth opportunities and creating an environment where every employee feels valued.

If youre ready to join a company that recognizes your contributions and supports your growth MCI is the place for you. Apply today!

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.

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed please contact Human Resources.

At MCI and its subsidiaries we embrace differences and believe diversity is a benefit to our employees our company our customers and our community. All aspects of employment at MCI are based solely on a persons merit and qualifications. MCI maintains a work environment free from discrimination one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCIs commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable laws regulations and will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these adhere to these principles in all aspects of employment including recruitment hiring training compensation promotionbenefits social and recreational programs anddiscipline. In addition it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws regulations and ordinances where an employee works.

MCI helps customers take on their CX and DX challenges differently creating industryleading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing staff augmentation contact center customer services and IT Services needs by providing general and specialized hosting software staff and services.

In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowas Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA making the coveted top 500 for the first time. MCIs subsidiaries had previously made Inc. Magazines List of FastestGrowing Companies 15 times respectively. MCI has ten business process outsourcing service delivery facilities in Georgia Florida Texas New Mexico California Kansas Nova Scotia South Africa and the Philippines.

Driving modernization through digitalization MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of techenabled business services operating companies. MCI organically grows acquires and operates companies that have synergistic products and services portfolios including but not limited to Automated Contact Center Solutions (ACCS) customer contact management IT Services (IT Schedule 70 and Temporary and Administrative Professional Staffing (TAPS Schedule 736 Business Process Management (BPM) Business Process Outsourcing (BPO) Claims Processing Collections Customer Experience Provider (CXP) Customer Service Digital Experience Provider (DXP) Account Receivables Management (ARM) Application Software Development Managed Services and Technology Services to midmarket Federal & enterprise partners. MCI now employs 10000 talented individuals with 150 diverse North American client partners across the following MCI brands: MCI BPO MCI BPOaaS MarketForce GravisApps Gravis Marketing MarchEast Mass Markets MCI Federal Services (MFS) OnBrand24 The Sydney Call Center Valor Intelligent Processing (VIP) BYC AquaEastWest BPO TeleTechnology and Vinculum.

The purpose of the above job description is to provide potential candidates with a general overview of the role. Its not an allinclusive list of the duties responsibilities skills and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate employment at any time for any reason.