Shape quality assurance practices at MCI as a Call Center Quality Assurance Supervisor located in Sydney, NS. Ensure compliance and enhance service delivery across campaigns.
In this pivotal role, you will manage QA analysts while overseeing the quality assessment processes for agent interactions. Your expertise will drive continuous improvements and align QA practices with client standards. Coaching agents and collaborating with various teams will be essential for success.
Key Responsibilities:
• Supervise QA analysts and monitor agent interactions
• Facilitate calibration sessions for consistent scoring
• Analyze QA metrics to pinpoint training needs
• Provide targeted feedback to agents for improvement
• Deliver quality reports to leadership and clients
Requirements:
• Associate degree or equivalent training/experience
• Minimum 3 years of QA experience; 1 year in supervision
• Strong analytical and coaching abilities
• Knowledge of QA tools and C...