Contact Center Quality Assurance Manager
Employment type
Full-time
Work setting
On-site
Location
Las Cruces, NM
Schedule
Day shift
Posted
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Job overview
The Contact Center Quality Assurance Manager role is an onsite position located in Las Cruces, NM, with compensation not specified. This role supports the BPO contact center department, ensuring operational excellence and high-quality customer experiences. The role exists to lead the quality assurance function, ensuring service quality, compliance, and continuous improvement across multiple client accounts. The manager analyzes quality trends and provides actionable insights to operations and training teams to align initiatives with business goals.
What you'll do
- 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.
What we're looking for
- Skills & competencies
- full-timeday shiftlas cruces nmquality assurancemanagerbpocontact centercustomer experiencecomplianceanalyticalleadership
- Work arrangement
- Weekend coverage required
Why this role
Fast-growing tech-enabled business services company with global reach.
About the employer
MCI Careers is hiring for this role. Industry: Other Business Service Centers (including Copy Shops). Sector: 56.
Additional details
- Industry sector
- 56
- Industry
- Other Business Service Centers (including Copy Shops)
- Occupation code
- 11-3051.00
You'll be redirected to the employer's application page.
Listing ID: 14ab3f49-7a81-4104-a6a7-ede303babca8