Bilingual Quality Analyst: Hybrid Role & Growth

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

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.