FBS - Quality Analyst

Farmers Group Inc.; Mexico; On-site; MXN 420,000 - 540,000; Full time

Job summary

Farmers Insurance in Mexico is seeking a Quality Analyst to join our team. You will act as the first line of defense, evaluate quality programs, and drive improvements across business operations and controls to minimize risk and improve customer experience.

Required are 3–5 years of related experience, bilingual English/Spanish, and a background in insurance. The role emphasizes collaboration with Legal, Compliance, Finance, Product and Underwriting, with opportunities for growth and development.

Qualifications

• Bilingual proficiency in English and Spanish required.
• Experience in a team lead or leadership role preferred.
• Experience in insurance or related field preferred.

Responsibilities

• Supports business operations in the implementation of quality initiatives through procedures oversight and assessments.
• Troubleshoots quality concerns, identifies trends and recommends action items to improve compliance and customer experience.
• Oversees adherence to underwriting, compliance, financial controls and company policy through communication and process design.
• Identifies data-driven insights, translates data into actionable recommendations for improvement.
• Monitors quality controls and analyzes audit results to create summaries.

Skills

Bilingual English/Spanish

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Office

Job description

FBS - (Mexico) Quality Analyst

36338

Farmers- where ambition meets opportunity.

Farmers is known for more than its unforgettable jingle - it's a team with a passion for purpose and making a real difference in people's lives. Farmers employees deliver peace of mind when it matters most. The organization's results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn't just a goal - it's a way of life for both the organization and every individual on the team. Farmers employees tackle challenges head-on, learn from every experience and measure their impact on the customers who trust them.

Join usand help power the success of Farmers. As a team member, you will collaborate with Farmers' award-winning workforce, benefit from a culture of innovation and support and contribute to their mission of delivering protection and peace of mind to millions of U.S. customers.

Serves as the first line of defense to ensure overall effectiveness of quality programs and business operations controls. Ensures adherence to established quality framework and ongoing evaluation of business operations control activities in an effort to minimize exposures and strengthen the overall business control environment. Identifies problems in quality system process and presents effective solutions to leadership.

Essential Job Functions

• Supports business operations in the implementation of quality related initiatives by providing procedures/process oversight, business control assessments and procedure evaluation.
• Troubleshoots quality concerns, identifies trends and recommends action items to the business for handling to ensure compliance, reduce risk and improve customer experience.
• Provides oversight to ensure business operations complies with applicable underwriting, compliance, financial controls and/or company policy through communication, change management, process design, and/or project participation.
• Identifies key data-driven insights tied to first line of defense, translates data into compelling stories and makes effective recommendations for improvement.
• Ensures execution of the quality assurance plan based on scope, analyzes audit results and creates audit summaries.
• Provides facilitation of business operations engagement with Legal, Compliance, Finance, Product and Underwriting.
• Partners and collaborates with various business stakeholders to support programs and controls.
• Communicates effectively with process owners to identify business control failures in order to make sound recommendations.
• Participates in remediation process through business action plan coordination and support.
• Advises on corrective action measures based on audit results, compliance reviews and advanced understanding of customer needs.
• Routinely monitors business controls and applies knowledge of controls to review and validate them.
• Configures, updates, and maintains data and processes within quality database.
• Collaborates with and builds relationships across organization, bridges gaps between teams and influences key stakeholders based on increased business acumen.
• Mentors new team members and serves as a lead to guide other team members.

Education Requirements

High school diploma or equivalent required. Bachelor's degree preferred.

Experience Requirements

• 3-5 years related work experience required. Experience in a team lead or leadership role preferred.
• Bilingual proficiency in English and Spanish required.
• Experience providing customer support within a high-volume, complex environment preferred.
• 1 year of contact center in a similar role experience.
• Experience in insurance or related field preferred.
• Availability to work 5 days a week within a 7am-9pm CT window.

Tools:

• Microsoft office proficiency

Benefits

This position offers a competitive compensation and benefits package designed to support your wellbeing, growth, and work-life balance. While specific benefits may vary by country and employee level, offerings generally include competitive salary opportunities, performance-based bonuses, comprehensive benefits, and ongoing training and development resources.

Important Hiring Conditions and Disclosures

• Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, andretainedfor legitimate recruitment and compliance purposes,in accordance withapplicable data protection and privacy laws and FBS internal policies.
• Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire.FBS does not sponsor or obtain work authorization unless explicitly stated.
• Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internalconflict-of-interestand external engagement policies prior to the start date or as soon as such circumstances arise.

Failure to comply with these conditions may impact the hiring decision or employment continuation.

About Farmers Insurance

"Farmers Insurance" and "Farmers" are tradenames for a group of insurers providing insurance for automobiles, homes and small businesses and a wide range of other insurance and financial services products. Farmers Insurance Exchange, the largest of the three primary insurers that make up Farmers Insurance, is recognized as one of the largest U.S. companies on the 2025 Fortune 500 list. For more information about Farmers Insurance, visit Farmers.com.