Quality Assurance Supervisor (Bilingual)- Call Center
MX-DF-Mexico DF
At Percepta, we offer first-class service in every market we serve.
What you'll do
As Bilingual Quality Assurance Supervisor (Spanish/English) you will be responsible for the coordination and delivery of all contact center quality assurance initiatives across multiple geographic locations. Working onsite in the Mexico City location.
During a typical day:
As part of the Global Quality team, the Quality Assurance Supervisor is the primary champion and quality assurance services for designated programs in Mexico City and Brazil that align with the global strategy and program goals. This position will drive quality excellence across programs and partner with internal/external team to positively impact the customer experience. This role supports the execution of established Quality processes and program requirements to ensure delivery consistent with the Statement of Work (SOW) and Global Quality model. The Quality Supervisor applies operational knowledge to monitor performance, review data and reporting, identify improvement opportunities, and assist with corrective actions. They communicate quality results clearly to stakeholders and support continuous improvement initiatives.
The successful candidate is an effective communicator who works across teams and locations to support quality objectives. They coach and develop quality team members. This role requires strong organizational skills, attention to detail, the ability to manage multiple priorities, and responsiveness to operational issues in a fast-paced environment.
- Oversee the Quality Assurance (QA) function across multiple call center locations and programs, providing remote supervision of QA activities and ensuring consistent application of quality standards and processes
- Ensure effective utilization of the quality monitoring platform, including scheduling evaluations, managing administrative tasks, maintaining scoring forms, and escalating system or process issues as appropriate
- Coordinate and facilitate QA certification and readiness for new evaluators, including Quality Analysts, Team Leads, and Trainers, to ensure scoring consistency and adherence to program requirements
- Lead and facilitate calibration sessions with Quality, Training, Operations, and Client stakeholders to maintain alignment on quality expectations, scoring criteria, and performance benchmarks
- Communicate QA results and ongoing reporting to multiple levels of management, highlighting trends, risks, and recommended actions to support client satisfaction and operational performance
- Support the preparation and delivery of quality performance insights and analysis for internal leadership and external clients, including summaries of key drivers and impacts
- Participate in internal and client-facing reviews and continuous improvement initiatives.
- Perform additional call center–related QA duties as assigned to support program and client needs
What You Bring to the Role:
- High School Diploma or equivalent required; Associate degree preferred
- Bilingual – fluent in Spanish and English required
- Minimum of two years of Quality Assurance experience in a contact center
- Demonstrated leadership skills with a proven track record in hiring, developing and retaining high performing talent. Minimum of one year of supervisory experience required
- Proven record of building and maintaining strong relationships.
- Experience in business improvement methodologies like Six-Sigma (DMAIC), Lean, Kaizen, etc.is an asset.
- Strong analytical, data analysis, leadership and communication skills.
What You Can Expect
- Monthly Salary of 21,00 pesos
- Annual Vacations (16 days)
- 25% vacation bonus 1st year , 50% 2nd year
- Christmas Bonus 15 days.
- Groceries Card
- Restaurant Card after 90 days in the company.
- Saving Fund 13%
- Life insurance
- Medical Insurance
- Training and Development Programs (Percepta College)
- Employee Rewards Program (Perci Perks)
A Bit More About Your Role:
- Working arrangement: on site
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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