Bilingual Quality Analyst- Call Center

TeleTech Holdings, Inc.; Mexico; Hybrid; MXN 165,000 - 223,000; Full time

Benefits offered by this job

Annual vacations (16 days)

Christmas Bonus 15 days

Groceries Card

Restaurant Card after 90 days

Saving Fund 13%

Life insurance

Medical Insurance

Training and Development Programs (Per

Perci Perks Employee Rewards

Job summary

Percepta is seeking a Quality Assurance Specialist to apply objective decision-making to determine if audits meet standards across multiple lines of business. You will partner with stakeholders to drive continuous improvement and high-quality customer interactions.

Responsibilities include daily quality audits, feedback delivery, process improvement, and cross-functional calibration. Hybrid work arrangement with growth and development opportunities.

Qualifications

• Fluent in English and Spanish required.
• Minimum 2 years of customer service or contact center experience.
• Minimum of one year supervisory experience and/or experience in Quality assurance.
• Self-motivated with ability to work independently with minimal supervision.
• Excellent verbal, written and interpersonal communication skills.

Responsibilities

• Perform daily Quality Assurance evaluations across lines of business, meeting productivity targets.
• Use quality monitoring data to track performance at team and individual level.
• Identify and implement process improvements to enhance quality of interactions.
• Provide actionable coaching to agents and work with Supervisors on coaching plans.
• Coordinate calibration sessions to ensure consistent scoring and auditing practices.
• Produce reports on quality trends and communicate findings with drivers and recommendations.

Skills

Fluent English and Spanish

Customer service experience

Supervisory experience

Independent worker

Excellent communication skills

Education

High School Diploma

Associate degree preferred

Tools

MS Office Suite

Job description

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:

Quality auditing:

• 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 $17,400 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: Hybrid- 3 days 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 vista points and allows every individual to bring value to the table in their unique way.

#LI-Hybrid