Bilingüal Quality Manager - Call Center

Importante empresa del sector; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A Latin American consulting firm is seeking a Bilingual Quality Coordinator to oversee quality processes in a Call Center environment. This role requires a Bachelor's degree and at least 2 years of relevant experience, along with strong English proficiency. Responsibilities include managing calibration activities, producing quality reports, and enhancing team skills. The company offers a competitive salary with bonuses and additional benefits to promote employee well-being.

Servicios

Competitive net base salary

Quarterly bonus

Grocery vouchers

13% savings fund contribution

Statutory benefits

12 paid discretionary rest days

Company-sponsored events

Direct employment contract

Formación

• Minimum of 2 years of experience in a comparable role.
• English proficiency at B2 level or ideally C1 level.

Responsabilidades

• Plan and manage calibration activities ensuring alignment with quality standards.
• Perform reviews of evaluation databases to confirm acceptable thresholds.
• Produce reports on quality indicators to support continuous improvement.
• Develop team skills through coaching sessions and calibration exercises.

Conocimientos

Strong leadership capability

Results orientation

Customer-centric mindset

Team management and collaboration

Educación

Bachelor’s degree in Economics, Business Administration, or a related field

Descripción del empleo

Overview

A Latin American company specializing in business-to-client relationships through Contact Center and BPO operations.

Position

Bilingual Quality Coordinator – Call Center

Objective

To meet customer expectations by overseeing and refining processes in accordance with agreed quality standards, while driving continuous improvement.

Profile

• Bachelor’s degree in Economics, Business Administration, or a related field (degree required)
• Minimum of 2 years of experience in a comparable role
• English proficiency: solid B2 and ideally C1 level

Knowledge & Expertise

• ISO 9001 / ISO 27001
• COPC (Customer Operations Performance Center) framework
• Strategic planning methods
• QA metrics and quality measurement
• Voice of the Customer (VOC) insights and application

Key Responsibilities

• Plan and manage calibration activities per project, ensuring alignment with company policies, procedures, and quality standards
• Perform random reviews of evaluation databases to confirm calibrations meet acceptable thresholds (moderate errors, anomalies, critical errors)
• Produce reports on quality indicators to support continuous improvement initiatives
• Develop team skills through coaching sessions, calibration exercises, and targeted workshops

Skills & Attributes

• Strong leadership capability
• Results orientation
• Customer-centric mindset
• Team management and collaboration

Work Schedule

Monday to Friday, 9:00 AM – 7:00 PM

What We Offer

• Competitive net base salary, negotiable based on experience
• Quarterly bonus: up to one month’s salary tied to performance objectives
• Grocery vouchers (vales de despensa)
• 13% savings fund contribution
• Statutory benefits in compliance with Mexican labor law: Social security (IMSS), Paid vacation and vacation premium, Annual Christmas bonus (aguinaldo), Life insurance coverage, Major medical insurance
• "Emotional salary" package: 12 paid discretionary rest days in addition to weekends and standard vacation
• Company-sponsored recreational and motivational events
• Direct employment contract with our company

Work Location

Polanco, Mexico City

Equal Opportunity

At this company, we promote an inclusive work environment with equal opportunities. Our selection process is conducted without any discrimination. This selection process is carried out without distinction based on ethnic origin, age, gender, marital status, pregnancy, socioeconomic status, physical appearance, disability, sexual orientation, gender identity, religion, or serological status, including people living with HIV. The evaluation is based exclusively on the skills, experience, and technical competencies of the candidates.