Bilingual QA Specialist – Call Center

Percepta LLC; Mexico; Hybrid; MXN 177,000 - 212,000; Full time

Benefits offered by this job

Monthly salary

Vacation days

Vacation bonus

Christmas bonus

Groceries card

Restaurant card

Saving fund

Life insurance

Medical insurance

Training and development programs

Job summary

Percepta is seeking a Bilingual Quality Analyst for our Call Center to apply objective decision-making and drive continuous process improvements. You will audit interactions, provide coaching, and work with cross-functional teams to ensure high-quality customer experiences under a hybrid work model.

The ideal candidate brings bilingual English/Spanish skills, 2+ years in customer service or call center settings, and supervisory or QA experience, with strong MS Office proficiency to track

Qualifications

• Fluent in English and Spanish.
• Minimum 2 years of customer service or contact center experience.
• Minimum of one year contact center supervisory experience and/or experience in a Quality assurance.
• Self-motivated with the ability to work independently.
• Proficient in MS Office Suite, specifically Word, Excel, PowerPoint, and Outlook.

Responsibilities

• Perform daily Quality Assurance evaluations on all lines of business, meeting or exceeding the assigned targets.
• Use quality monitoring data management system to compile and track performance at team and individual level.
• Identify and escalate critical quality issues to senior management.
• Deliver actionable coaching to agents and discuss performance trends in sessions with supervisors.
• Collaborate to identify best practices and opportunities to enhance processes, training and tools.
• Coordinate cross-functional calibration sessions to ensure consistent scoring and auditing practices.

Skills

Bilingual English/Spanish

Customer service experience

Supervisory experience

MS Office proficiency

Tools

MS Office Suite

Job description

Percepta is seeking a Bilingual Quality Analyst for our Call Center to apply objective decision-making and drive continuous process improvements. You will audit interactions, provide coaching, and work with cross-functional teams to ensure high-quality customer experiences under a hybrid work model.

The ideal candidate brings bilingual English/Spanish skills, 2+ years in customer service or call center settings, and supervisory or QA experience, with strong MS Office proficiency to track