Bilingual Customer Success, QA & Compliance Leader

Genesis Management LLC.; Ciudad de México; On-site; MXN 446,000 - 502,000; Full time

Benefits offered by this job

Grocery vouchers

Referral bonus

No evenings, no weekends

Job summary

GenesisBPO in Mexico City is seeking a Customer Success Manager to lead Customer Service, Quality Assurance, and Compliance. You will oversee call center operations, QA scoring, and regulatory adherence for U.S.

and Mexican requirements, driving a high-quality customer experience across programs. The role requires strong leadership, data-driven decision making, and hands-on coaching to ensure policy compliance, training effectiveness, and customer satisfaction across Sales, Loyalty, and Recovery

Qualifications

• 5+ years in a call center/BPO, financial services, or regulated environment.
• Demonstrated experience with U.S. consumer financial regulations (FDCPA, TCPA, CFPB).
• Proven ability to build QA scorecards, run calibration, and support client audits.

Responsibilities

• Lead Customer Service team, QA, and Compliance to ensure quality interactions.
• Establish service standards and SLAs for calls, email, chat, and text.
• Monitor CSAT/NPS, identify root causes, and implement improvements.
• Coordinate with Operations, Training, and U.S. leadership to ensure compliant, customer-focused service.

Skills

Bilingual English/Spanish

Leadership

Data analytics

Regulatory knowledge

Education

Bachelor's degree in Business Administration

Quality Management

Compliance

Law

Tools

Zendesk

Five9

Observe.AI

Talkdesk QA

Job description

GenesisBPO in Mexico City is seeking a Customer Success Manager to lead Customer Service, Quality Assurance, and Compliance. You will oversee call center operations, QA scoring, and regulatory adherence for U.S.

and Mexican requirements, driving a high-quality customer experience across programs. The role requires strong leadership, data-driven decision making, and hands-on coaching to ensure policy compliance, training effectiveness, and customer satisfaction across Sales, Loyalty, and Recovery