QA Supervisor

confiemx-taadmin; Tijuana; Presencial; MXN 600.000 - 800.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive weekly salary

Christmas bonus

Profit sharing (PTU)

Private medical insurance

Friendly work environment

Growth opportunities

Descripción de la vacante

confiemx-taadmin in Tijuana is looking for a QA Manager to oversee day-to-day operations, ensuring accurate quality evaluations across all internal business lines. You will establish risk-based sampling plans, deliver actionable insights, and mentor QA members for continuous improvement.

The position entails leading various improvement projects and analyzing quality trends, utilizing advanced English, and expertise in Lean methodologies. Competitive benefits include a weekly salary, legal benefits, and private medical insurance.

Formación

• 3+ years of experience in a Call Center environment.
• Proven ability to apply Lean Methodologies.
• Strong analytical skills using root cause analysis and statistical controls.

Responsabilidades

• Lead daily QA operations across all Lines of Business.
• Establish risk-based sampling plans for quality evaluations.
• Deliver monthly QA scorecards and insights to stakeholders.

Conocimientos

Call Center background

Lean Methodologies

Advanced English Level (B2+)

Excel Knowledge

Identify and analyze quality trends

Herramientas

Tableau

Calabrio

BIA

Descripción del empleo

About our company Confie is the largest independent personal lines insurance agency and broker in the United States- serving customers nationwide. In 2010, we established our Shared Services Center in Tijuana, Baja California, creating a world-class operation built to efficiently support our customers, drive innovation, and develop exceptional talent. Since then, our Mexico operation has become a vital extension of our organization, strengthening the work that powers our U.S. business and elevating the experience of customers across all 50 states. Today, more than 1,800 team members—both on-site and remote—help fuel our success with a focus on quality, consistency, and operational excellence. Our growth reflects a deep investment in technology, continuous improvement, and-most importantly—our people. We foster an inclusive, fast-paced, and collaborative culture where employees are encouraged to grow and build long‑term careers with a company shaping the future of insurance.

Qualifications

• Call Center background (3+ years)
• Previous experience with Lean Methodologies (plus)
• Advanced English Level (B2+)
• Excel Knowledge.
• Identify and analyze quality trends using root cause analysis (RCA), Pareto charts, and control charts (plus).

Responsibilities

• Lead day-to-day operations of QA for Internal business lines, ensuring timely and accurate evaluations across all Lines of Business.
• Establish and monitor risk‑based sampling plans beyond random sampling (example: agent tenure, High AHT, LOW FCR).
• Maintain and calculate sample sizes using statistical control techniques to ensure representative and actionable data for continuous improvement.
• Lead calibration sessions & track participant’s performance (repeatability & reproducibility).
• Identify and analyze quality trends using root cause analysis (RCA), Pareto charts, and control charts.
• Recommend corrective actions through PDCA (Plan-Do-Check-Act) improvement cycles.
• Lead Kaizen events and Lean‑based improvement projects to reduce waste, improve agent efficiency and productivity.
• Conduct quarterly problem‑solving workshops with operations and cross‑functional stakeholders.
• Facilitate RCA sessions and post‑mortems on policy defects, complaints, or audit failures with stakeholders.
• Partner with analytics teams to build/optimize QA dashboards (Tableau, Calabrio, or BIA) focused on key metrics.
• Deliver weekly/monthly QA scorecards and quality trend insights to stakeholders, including executive summaries and action plans.
• Conduct Weekly 1:1 Feedback/Coaching (QA members).
• Mentoring: Transfer Knowledge & Skills.
• Onboarding/Training for new QA Members.
• Create a fair and professional work environment that focuses on business objectives but also balances quality of work‑life factors for employees.

Benefits

• Competitive weekly salary
• Excellent location (Zona Río, Tijuana)
• Legal benefits
• Christmas bonus
• Savings fund
• Profit sharing (PTU)
• Vacation days
• Vacation premium
• Extra paid days off
• Private medical insurance and preventative care
• Friendly work environment
• Financing and discounts at local restaurants and coffee shops
• Growth opportunities