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 an

📌 Bilingual Quality Analyst- Call Center (Ciudad de México)
🏢 TTEC
📍 Ciudad de México