Bilingual Customer Success, QA & Compliance Lead

Genesis BPO LLC; Ciudad de México; On-site; MXN 36,000 - 44,000; Full time

Benefits offered by this job

Performance bonus

Paid training from day one

Grocery vouchers 10% of salary after t

Referral bonus up to $500 USD

Job summary

Genesis BPO LLC in Mexico City is seeking a Customer Success Manager to lead the Customer Service, Quality Assurance, and Compliance teams. You will ensure high-quality customer interactions while upholding US financial regulations and Mexican law across Sales, Collections, Loyalty, and Service programs.

You will own call monitoring, QA scorecards, and coaching programs, partnering with Operations and U.S. leadership to maintain ethical, compliant, and exceptional service standards.

Qualifications

• Bilingual English/Spanish (advanced) required.
• 5+ years leading Customer Service, QA, and/or Compliance teams.
• Experience with US consumer financial regulations (FDCPA, TCPA, CFPB) in financial services.
• Proven ability to develop QA scorecards and lead audits.
• Strong data analytics with Excel, Power BI, Tableau.

Responsibilities

• Lead Customer Service, QA, and Compliance teams.
• Monitor calls, QA scores, and compliance audits.
• Ensure regulatory adherence across US and Mexican requirements.
• Deliver regular QA and performance reports.
• Coach supervisors and drive process improvements.

Skills

Bilingual English/Spanish

5+ years management experience

Regulated financial services knowledge

QA scorecards development

Call center / BPO experience

Data analytics (Excel/Power BI/Tableau

Leadership & coaching

Education

Bachelor's degree in Business/Compliance/related field

Tools

Zendesk

Five9

Infinity LMS

Enthu

NICE

Talkdesk QA

Observe.AI

Job description

Genesis BPO LLC in Mexico City is seeking a Customer Success Manager to lead the Customer Service, Quality Assurance, and Compliance teams. You will ensure high-quality customer interactions while upholding US financial regulations and Mexican law across Sales, Collections, Loyalty, and Service programs.

You will own call monitoring, QA scorecards, and coaching programs, partnering with Operations and U.S. leadership to maintain ethical, compliant, and exceptional service standards.