Quality Analyst Lead

Job overview

The Quality Analyst Lead role is listed as fully remote. Compensation is not specified. MCI provides customer experience, business process outsourcing, and cloud technology services across multiple industries. The role monitors service quality, coaches frontline agents, and uses evaluations and trend analysis to identify improvement opportunities. It helps strengthen customer experience delivery through consistent standards, actionable feedback, and coordination with training and operations teams.

What you'll do

• Coach approximately 20 agents
• identify quality gaps and inconsistencies
• support improvement plans
• conduct evaluations, audits, calibrations, and trend analyses
• handle customer inquiries for at least 5% of work time
• partner with Training, Operations, and Workforce teams
• maintain quality documentation and reports
• refine scorecards
• track corrective actions and escalate recurring issues.

What we're looking for

Skills & competencies

quality analyst lead

fully remote

mci careers

contact center

quality assurance

agent coaching

audits

calibration sessions

customer experience

scorecards

trend analysis

continuous improvement

Work arrangement

• Weekend coverage required

Why this role

Fully remote role with at least 5% of work time spent handling customer inquiries.

About the employer

MCI Careers is hiring for this role. Industry: Telemarketing Bureaus and Other Contact Centers. Sector: 56.