Bilingual Quality Analyst (Xico)

Quality Assurance Analyst (Bilingual English/Spanish)

What You’ll Do

• Apply objective decision‑making and critical thinking skills to determine whether audited work meets internal and external expectations across multiple lines of business.
• Facilitate sustainable, measurable, continuous process improvement initiatives at the individual and department level, resulting in high‑quality interactions while consistently meeting program standards.

During a Typical Day

• Perform daily Quality Assurance evaluations on all lines of business, meeting or exceeding productivity targets.
• Use a quality monitoring data management system to compile and track performance at the team and individual level.
• Optimize work processes by identifying effective and efficient methods to complete tasks.
• Identify and escalates critical quality issues appropriately to senior management.
• Remain current on products/services, departmental processes, and program key performance indicators.
• Deliver actionable coaching to agents, discuss performance trends in one‑on‑one or group sessions, and partner with supervisors on coaching plans.
• Collaborate with agents, leaders, and other Quality Specialists to identify best practices, knowledge gaps, and opportunities to enhance processes, training and tools aligned with program goals.
• Coordinate and facilitate cross‑functional calibration sessions to ensure consistency in scoring and auditing practices, report results, and collaborate to close gaps.
• Produce regular reports that summarize quality performance by agent, team and issue type; communicate findings to leadership with key drivers and recommendations for improvement.
• Represent Quality in internal and client meetings, as required, to address quality initiatives and adapt in real time to changing demands.

What You Bring to the Role

• 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 role.
• Self‑motivated with the ability to work independently and with very little supervisory direction.
• Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook).
• Excellent verbal, written, and interpersonal communication skills.

What You Can Expect

• Monthly salary of 11,400 pesos.
• Annual vacations: 16 days.
• 25% vacation bonus in the first 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: On site.

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.