This role leads quality assurance initiatives within a contact center / customer service operations environment, ensuring quality excellence across customer interactions.about the roleas 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 dolead and manage the qa function across multiple programs and locations, ensuring consistent application of quality standardssupervise onsite and remote qa activities to maintain alignment with global strategy and client expectationsmonitor performance data, identify trends, and drive continuous improvement initiativescommunicate quality results, risks, and insights to leadership and stakeholdersfacilitate calibration sessions to ensure scoring consistency across quality, training, operations, and client teamsoversee 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 managementsupport internal and client-facing performance reviews with actionable insightscoach and develop qa team members to build high-performing teamspartner with cross-functional teams to improve processes and enhance the customer experiencewhat you bringhigh school diploma required; associate degree preferredfluent in spanish and english (required)2+ years of quality assurance experience in a contact center environment1+ year of supervisory or leadership experiencestrong relationship-building and stakeholder management skillsexperience in continuous improvement methodologies (six sigma, lean, kaizen) is a plusstrong analytical, communication, and organizational skillsability to manage multiple priorities in a fast-paced environmentcompensation & benefitsmonthly salary: mxn $27,* days of vacationvacation bonus:25% (year 1)50% (year 2+)christmas bonus (15 days)grocery cardrestaurant card (after 90 days)savings fund (13%)life insurancemedical insurancetraining & development (percepta college)employee rewards program (perci perks)a bit more about your roleworking arrangement: on sitepercepta 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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