Quality Analyst Lead

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are seeking a

Quality Analyst Lead

to join our team. The Quality Analyst Lead plays a critical role in elevating service excellence by thoroughly monitoring performance, providing targeted coaching to frontline teams, and guiding continuous improvement initiatives that strengthen overall customer experience delivery.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities

Provides targeted coaching and guidance to approximately
20 agents
, strengthening accuracy, compliance, and overall interaction quality.

Identifies quality gaps, incorrect responses, and inconsistencies in case handling, and offers clear direction to prevent future issues.

Addresses performance concerns with Specialists and Team Leads and supports the implementation of practical improvement plans.

Conducts evaluations, audits, calibration sessions, and trend analyses to maintain consistent quality standards.

Recommends training updates, process improvements, or workflow changes based on performance trends and recurring issues.

Spends at least 5% of work time handling customer inquiries to stay grounded in frontline processes.

Partners with Training, Operations, and Workforce teams to integrate quality insights into coaching and procedural updates.

Maintains documentation for quality expectations, scoring guidelines, and evaluation standards to ensure clarity and consistency.

Prepares quality reports highlighting trends, root causes, and risks, along with actionable recommendations for leadership.

Facilitates calibration sessions to align evaluators, SMEs, and leaders on scoring practices and policy interpretation.

Supports new hires by reinforcing quality standards and providing additional coaching during initial ramp-up.

Refines scorecards and evaluation criteria to align with business goals, compliance needs, and customer experience priorities.

Monitors customer trends, procedural gaps, and pain points, escalating issues to prevent repeat defects.

Contributes to corrective action plans for recurring quality issues and tracks the impact of implemented solutions.

Provides case-based feedback using real examples to reinforce best practices and support decision-making in complex scenarios.

CANDIDATE QUALIFICATIONS

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:

• 3–5+ years of QA or operations experience in a contact center.
• Strong understanding of quality frameworks, scorecards, and audit methodologies.
• Ability to analyze trends and present actionable insights.
• Experience facilitating calibrations and coaching conversations.
• High attention to detail and strong documentation skills.
• Proficiency in analytics and reporting tools.

Nice to Have

• Experience creating QA programs from inception.
• Familiarity with speech analytics or automated QA platforms.

COMPENSATION DETAILS

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 vacations and sometimes even cars!

Health Benefits

Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 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-term disability coverage is available to help protect you during unexpected challenges.

Life Insurance

Access life insurance options to safeguard your loved ones.

Supplemental Insurance

Accident and critical illness insurance

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 team-oriented 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 you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

PHYSICAL REQUIREMENTS

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.

CONDITIONS OF EMPLOYMENT

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)

REASONABLE ACCOMMODATION

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.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our cust