Quality Assurance Supervisor (Bilingual English/Spanish) Working onsite in Mexico City. What you’ll do As Bilingual Quality Assurance Supervisor (Spanish/English) you will be responsible for the coordination and delivery of all contact center quality assurance initiatives across multiple geographic locations, ensuring consistent application of quality standards and processes. Typical day As part of the Global Quality team, the Quality Assurance Supervisor is the primary champion and quality assurance services for designated programs in Mexico City and Brazil that align with the global strategy and program goals. This position will drive quality excellence across programs, partner with internal and external teams to positively impact the customer experience, and support the execution of established quality processes and program requirements to ensure delivery consistent with the Statement of Work (SOW) and Global Quality model. The supervisor monitors performance, reviews data and reporting, identifies improvement opportunities, assists with corrective actions, and communicates quality results clearly to stakeholders while supporting continuous‑improvement initiatives. Responsibilities Oversee the Quality Assurance (QA) function across multiple call center locations and programs, providing remote supervision of QA activities and ensuring consistent application of quality standards and processes. Ensure effective utilization of the quality monitoring platform, including scheduling evaluations, managing administrative tasks, maintaining scoring forms, and escalating system or process issues as appropriate. Coordinate and facilitate QA certification and readiness for new evaluators, including Quality Analysts, Team Leads, and Trainers, to ensure scoring consistency and adherence to program requirements. Lead and facilitate calibration sessions with Quality, Training, Operations, and Client stakeholders to maintain alignment on quality expectations, scoring criteria, and performance benchmarks. Communicate QA results and ongoing reporting to multiple levels of management, highlighting trends, risks, and recommended actions to support client satisfaction and operational performance. Support the preparation and delivery of quality performance insights and analysis for internal leadership and external clients, including summaries of key drivers and impacts. Participate in internal and client‑facing reviews and continuous improvement initiatives. Perform additional call‑center related QA duties as assigned to support program and client needs. What you bring to the role High School Diploma or equivalent required; Associate degree preferred. Bilingual – fluent in Spanish and English required. Minimum of two years of Quality Assurance experience in a contact center. Demonstrated leadership skills with a proven track record in hiring, developing, and retaining high‑performing talent. Minimum of one year of supervisory experience required. Proven record of building and maintaining strong relationships. Experience in business improvement methodologies such as Six‑sigma (DMAIC), Lean, Kaizen, etc., is an asset. Strong analytical, data‑analysis, leadership, and communication skills. What you can expect Monthly salary of 21,000 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). Working arrangement: onsite. Percepta is proud to be an equal‑opportunity employer. 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 diversity and values the perspectives of its global teams. #J-18808-Ljbffr