MCI

Spanish Quality Assurance Specialist (BPO / Call Center)

MCI  •  Cape Town, ZA (Onsite)  •  18 hours ago
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Job Description

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 detail-oriented and highly analytical Spanish-speaking Quality Assurance (QA) Specialist to join our dynamic BPO team, supporting a collections campaign This role plays a critical part in ensuring exceptional customer experience standards and compliance across our Spanish collections operations.

As a QA Specialist, you will be responsible for monitoring, evaluating, and improving the quality of customer interactions, with a strong emphasis on Spanish-language communication. Your insights and coaching will directly impact agent performance, regulatory adherence, customer satisfaction, and overall operational success.

This is an excellent opportunity for someone who is passionate about quality, fluent in Spanish, and eager to influence performance through data-driven insights and hands-on coaching.

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:

Call Monitoring & Evaluation (Spanish Focus)

  • Monitor and evaluate customer interactions (calls, emails, chats) conducted in Spanish within a collections environment, ensuring adherence to company quality standards, regulatory requirements, and client expectations
  • Score interactions accurately using QA scorecards and provide detailed, actionable feedback

Quality Reporting & Insights

  • Analyze QA data to identify trends, performance gaps, and opportunities for improvement
  • Prepare and present detailed reports on quality performance, highlighting key insights and recommendations
  • Track and report on QA KPIs, ensuring targets and service levels are consistently met

Coaching & Development

  • Deliver structured, ongoing coaching sessions to agents and team leaders, primarily in Spanish where required
  • Support the development and facilitation of training sessions based on identified quality gaps

Calibration & Stakeholder Alignment

  • Participate in internal and client calibration sessions to ensure scoring consistency and alignment
  • Collaborate with Operations, Training, and other departments to continuously improve processes and customer experience

Investigations & Compliance

  • Conduct quality investigations related to customer complaints, escalations, or compliance concerns, particularly within collections processes
  • Ensure all interactions meet regulatory, client, and internal quality standards

Process Improvement

  • Identify opportunities to enhance workflows, scripts, and customer journeys within the collections campaign
  • Contribute to continuous improvement initiatives within the QA and Operations teams

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:

  • Grade 12 / National Senior Certificate (NSC)

Language Requirements (Essential):

  • Fluent in Spanish (written and verbal) – non-negotiable
  • Strong English communication skills (written and verbal) – required for internal collaboration, reporting, and stakeholder engagement

Work Eligibility

  • Must have valid work authorization to work in South Africa
  • Foreign applicants must hold a valid work permit

Experience

  • Proven experience in a Quality Assurance role within a BPO or call center environment
  • Strong background in coaching, mentoring, or training agents to improve performance and quality standards
  • Experience in collections campaigns or financial services environments will be advantageous
  • Hands-on experience with call monitoring, evaluation frameworks, and QA tools/systems

Technical Skills

  • Proficiency in QA platforms, call recording systems, and CRM/ATS tools
  • Strong working knowledge of MS Office Suite (especially Excel for reporting and analysis)

Core Competencies

  • Strong analytical and problem-solving skills with attention to detail
  • Excellent interpersonal and communication skills, with the ability to deliver feedback effectively
  • Ability to simplify complex information and present it clearly to individuals and groups
  • Highly organized with strong time management skills and the ability to handle multiple priorities

Additional Strengths

  • Ability to work in a fast-paced, high-volume collections environment
  • Strong stakeholder management and cross-functional collaboration skills

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 customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

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The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

MCI

About MCI

MCI is a global leader in tech-enabled business services, simplifying contact center outsourcing for brands worldwide. With a focus on digital transformation and efficiency, we help our clients Do More For Less by delivering scalable, agile solutions tailored to their needs.

Through organic growth and strategic acquisitions, MCI has built a portfolio of companies offering synergistic services, including contact center management, business process outsourcing (BPO), Omnichannel CX deployment, IT services, software and app development, customer experience management, inside sales, and collections/account receivable management. Our comprehensive BPO-as-a-Service (BPOaaS) model provides flexible, end-to-end solutions for companies looking to optimize their operations.

CX OUTSOURCING SIMPLIFIED

MCI combines the strength of global scale with the personalized touch of smaller, agile teams. Our award-winning Customer Service Representatives (CSRs) deliver exceptional customer engagement, sales, and retention services with empathy and expertise.

🤝 Customer Experience Solutions

📈 Revenue Growth Services

🏡 Remote Workforce Solutions

🧠 CX Strategy & Design

🔒 Secure, Scalable, and Stable Operations

CX TECHNOLOGY THAT DELIVERS

We ensure every customer interaction is seamless across all channels, powered by cloud-based technology and intelligent automation. Our solutions enhance both customer and employee experiences, driving efficiency and cost savings.

📊 Automation, Data & Analytics

☁️ Cloud & Digital Engineering

🤖 Digital Self-Service & Cost Mitigation

🧩 Technology & Systems Integration

🚀 Digital Transformation & Marketing Solutions

With over 5,000 employees and 370+ North American clients, MCI leads a global network of brands, including Gravis Marketing, OnBrand24, Valor Intelligent Processing, Market Force, and others.

Contact us today to discover how MCI can help your brand achieve its full potential through Global Contact Center Outsourcing – Simplified.

Industry
Consulting & Advisory
Company Size
1,001-5,000 employees
Headquarters
Iowa City, Iowa
Year Founded
2002
Website
mci.world
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