Bilingual Quality Assurance Supervisor – Contact Center (Spanish/English)
MX-DF-Mexico DF

Description

At Percepta, we offer first-class service in every market we serve.

This role leads Quality Assurance initiatives within a contact center / customer service operations environment, ensuring quality excellence across customer interactions.

About the Role

As a Bilingual Quality Assurance Supervisor, you will lead and oversee all Quality Assurance initiatives across multiple contact center locations, including Mexico and Brazil.

You will play a critical role in driving quality excellence by aligning operations with global quality standards, improving performance, and enhancing the overall customer experience.

What You’ll Do:

• Lead and manage the QA function across multiple programs and locations, ensuring consistent application of quality standards
• Supervise onsite and remote QA activities to maintain alignment with global strategy and client expectations
• Monitor performance data, identify trends, and drive continuous improvement initiatives
• Communicate quality results, risks, and insights to leadership and stakeholders
• Facilitate calibration sessions to ensure scoring consistency across Quality, Training, Operations, and Client teams
• Oversee QA certification and readiness for new evaluators (Quality Analysts, Team Leads, Trainers)
• Ensure effective use of QA tools and platforms, including evaluation scheduling and system issue management
• Support internal and client-facing performance reviews with actionable insights
• Coach and develop QA team members to build high-performing teams
• Partner with cross-functional teams to improve processes and enhance the customer experience

What You Bring

• High School Diploma required; Associate degree preferred
• Fluent in Spanish and English (required)
• 2+ years of Quality Assurance experience in a contact center environment
• 1+ year of supervisory or leadership experience
• Strong relationship-building and stakeholder management skills
• Experience in continuous improvement methodologies (Six Sigma, Lean, Kaizen) is a plus
• Strong analytical, communication, and organizational skills
• Ability to manage multiple priorities in a fast-paced environment

Compensation & Benefits

• Monthly Salary: MXN $27,500
• 16 days of vacation
• Vacation bonus:
  • 25% (Year 1)
  • 50% (Year 2+)
• Christmas bonus (15 days)
• Grocery card
• Restaurant card (after 90 days)
• Savings fund (13%)
• Life insurance
• Medical insurance
• Training & Development (Percepta College)
• Employee Rewards Program (Perci Perks)

A Bit More About Your Role:

• Working arrangement: on site

Why Join Percepta

At Percepta, you’ll be part of a global quality team that drives impact across programs and regions. You will have the opportunity to lead initiatives, influence strategy, and grow within a collaborative, high-performance environment.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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