Call Center -Quality Assurance Analyst (Bilingual English/Spanish)
MX-DF-Mexico DF
At Percepta, we offer first-class service in every market we serve.
What you'll do
As the Quality Assurance Specialist, the successful candidate will apply objective decision-making and critical thinking skills to determine whether audited work meets internal and external expectations across multiple lines of business. Through partnership with internal and external stakeholders, this role is responsible for facilitating sustainable, measurable, continuous process improvement initiatives at the individual and department level that results in high quality interactions while consistently meeting program standards.
During a typical day:
- Perform daily Quality Assurance evaluations on all lines of business, meeting or exceeding the assigned productivity targets.
- Use quality monitoring data management system to compile and track performance at team and individual level.
- Optimize work processes by identifying effective and efficient methods to complete tasks.
- Identifies and escalates critical quality issues appropriately to senior management
- Remain current on products/services, departmental processes and program key performance indicators.
- Provide constructive feedback: Deliver actionable coaching to agents, discuss performance trends in one-on-one or group sessions, and partner with Supervisors on coaching plans
- Continuous Imrpovement: Collaborate with agents, leaders, and other Quality Specialists to identify best practices, knowledge gaps and opportunities to enhance processes, training and tools (i.e. Knowledge Base articles) aligned with program goals
- Calibration: Coordinates and facilitates cross-functional (internal and external) calibration sessions to ensure consistency in scoring and auditing practices; reports results and collaborates to close gaps impeding alignment.
- Report on quality trends: Produce regular reports that summarize quality performance by agent, team and issue type; communicate findings to leadership with key drivers and recommendations for improvements.
- Communication: Represents Quality in internal and client meetings, as required, to address quality initiatives. Exhibits situational adaptability by adjusting approach and in real time to meet the changing demands of various situations.
- What You Bring to the Role:
High School Diploma required; Associate degree preferred.
Fluent in English and Spanish
Minimum 2 years of customer service or contact center experience
Minimum of one (1) year contact center supervisory experience and/or experience in a Quality assurance
Self-motivated with the ability to work independently, with very little supervisory direction
Proficient in MS Office Suite, specifically Word, Excel, PowerPoint, and Outlook.
- Excellent verbal, written and interpersonal communication skills
What You Can Expect
- Monthly Salary of 11,400 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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