Join MCI as a QA Leadership Manager in Sydney, NS, where you'll be pivotal in driving service quality in a fast-growing contact center. Focus on compliance and agent performance improvement.
In this role at MCI, you will lead the Quality Assurance team, ensuring high service standards within the BPO contact center environment. Your ability to analyze quality trends and collaborate with operations will directly enhance customer satisfaction. This position requires 3+ years of leadership experience in QA, and a focus on continuous improvement.
Key Responsibilities:
• Guide QA team in evaluating agent interactions
• Create and implement QA frameworks and scorecards
• Provide actionable insights based on quality analysis
• Ensure adherence to compliance standards
• Conduct audits and performance reviews for agents
Requirements:
• Bachelor’s degree in Quality Management or related field
• 3+ years of contact center QA leadership
• Proficient in QA methodolog...