Quality Assurance Analyst — Insurance & Compliance

Farmers Group Inc.; Aguascalientes; On-site; MXN 502,000 - 725,000; Full time

Job summary

Farmers Insurance is seeking a Quality Analyst to join our team in Mexico. You will serve as the first line of defense for quality programs and business operations controls, ensuring adherence to established quality frameworks and identifying process improvements.

The role requires 3–5 years in related work, bilingual English/Spanish, and experience in a high-volume customer support or contact center environment.

Qualifications

• 3–5 years of related work experience required.
• bilingual English and Spanish required.
• experience in a high-volume, complex environment preferred.
• 1 year of contact center experience in a similar role preferred.
• insurance or related field experience desirable.

Responsibilities

• Supports quality initiatives with procedures oversight and assessments.
• Troubleshoots quality concerns, identifies trends and actions.
• Oversees compliance with underwriting, financial controls and policy.
• Translates data into insights and recommends improvements.
• Executes the quality assurance plan and reviews audit results.
• Collaborates with Legal, Compliance, Finance, Product and Underwriting.
• Mentors team members and leads by example.

Skills

Bilingual English/Spanish

Customer support

Insurance knowledge

Contact center experience

Team leadership

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Farmers Insurance is seeking a Quality Analyst to join our team in Mexico. You will serve as the first line of defense for quality programs and business operations controls, ensuring adherence to established quality frameworks and identifying process improvements.

The role requires 3–5 years in related work, bilingual English/Spanish, and experience in a high-volume customer support or contact center environment.