Bilingual Quality Assurance Supervisor – Contact Center (Spanish/English)

About the Role

As a Bilingual Quality Assurance Supervisor, you will lead and oversee all Quality Assurance initiatives across multiple contact center locations, including Mexico and Brazil.

You will play a critical role in driving quality excellence by aligning operations with global quality standards, improving performance, and enhancing the overall customer experience.

• Lead and manage the QA function across multiple programs and locations, ensuring consistent application of quality standards
• Supervise onsite and remote QA activities to maintain alignment with global strategy and client expectations
• Monitor performance data, identify trends, and drive continuous improvement initiatives
• Communicate quality results, risks, and insights to leadership and stakeholders
• Facilitate calibration sessions to ensure scoring consistency across Quality, Training, Operations, and Client teams
• Oversee QA certification and readiness for new evaluators (Quality Analysts, Team Leads, Trainers)
• Ensure effective use of QA tools and platforms, including evaluation scheduling and system issue management
• Support internal and client-facing performance reviews with actionable insights
• Coach and develop QA team members to build high-performing teams
• Partner with cross-functional teams to improve processes and enhance the customer experience

What You Bring

• High School Diploma required; Associate degree preferred
• Fluent in Spanish and English (required)
• 2+ years of Quality Assurance experience in a contact center environment
• 1+ year of supervisory or leadership experience
• Strong relationship-building and stakeholder management skills
• Experience in continuous improvement methodologies (Six Sigma, Lean, Kaizen) is a plus
• Strong analytical, communication, and organizational skills
• Ability to manage multiple priorities in a fast-paced environment

Compensation & Benefits

• Monthly Salary: MXN $27,500
• 16 days of vacation
• Vacation bonus:
  • 25% (Year 1)
  • 50% (Year 2+)
• Christmas bonus (15 days)
• Grocery card
• Restaurant card (after 90 days)
• Savings fund (13%)
• Life insurance
• Medical insurance
• Training & Development (Percepta College)
• Employee Rewards Program (Perci Perks)

Why Join Percepta

At Percepta, you’ll be part of a global quality team that drives impact across programs and regions. You will have the opportunity to lead initiatives, influence strategy, and grow within a collaborative, high-performance environment.