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
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 vista points and allows every individual to bring value to the table in their unique way.
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