Quality Assurance; QA Specialist

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.

As a Quality Assurance (QA) Specialist
, you will be responsible for ensuring the quality and reliability of products, services, or processes within the organization. Your role will involve designing, implementing, and executing quality assurance procedures, conducting tests, analyzing results, and identifying areas for improvement. You will collaborate with cross-functional teams to uphold quality standards, enhance customer satisfaction, and drive continuous improvement initiatives.

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.

• Develop, implement, and maintain quality assurance policies, procedures, and standards to ensure compliance with regulatory requirements and industry best practices.
• Define quality metrics, key performance indicators (KPIs), and benchmarks to measure and monitor the effectiveness of quality assurance processes.
• Plan, design, and execute quality assurance tests and inspections to evaluate products, services, or processes for defects, deviations, or non-conformities.
• Conduct functional testing, regression testing, performance testing, and usability testing to identify issues and ensure product reliability and usability.
• Document test plans, test cases, test scripts, and test results to provide comprehensive documentation of quality assurance activities and findings.
• Prepare and communicate quality assurance reports, metrics, and analysis to stakeholders, management, and project teams.
• Identify and report quality issues, deviations, and non-compliance incidents through systematic testing, analysis, and investigation.
• Collaborate with cross-functional teams to investigate root causes, implement corrective actions, and prevent recurrence of quality issues.
• Analyze quality assurance data, trends, and feedback to identify opportunities for process improvement, efficiency gains, and cost reduction.
• Implement continuous improvement initiatives, quality control measures, and corrective/preventive actions to enhance product quality and customer satisfaction.
• Provide training, guidance, and support to team members and stakeholders on quality assurance principles, methodologies, and tools.
• Promote a culture of quality, accountability, and continuous improvement throughout the organization.

• Associate Degree, Certification or Equivalent combination of Training and Experience
• Proven experience in quality assurance, testing, or quality control roles, preferably in a related industry or domain.
• Strong understanding of quality management principles, methodologies, and tools
• Proficiency in quality assurance techniques, testing methodologies, and software testing tools.
• Excellent analytical, problem-solving, and decision-making skills, with the ability to identify issues, analyze data, and implement effective solutions.
• Strong attention to detail, accuracy, and thoroughness in quality assurance processes and documentation.
• Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams and communicate quality-related concepts to stakeholders at all levels.
• Knowledge of regulatory requirements, compliance standards, and industry best…