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 a