Quality Assurance Supervisor (Call Center)

CONFIE; Tijuana; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading insurance provider in Tijuana is seeking a Quality Assurance Supervisor to oversee quality oversight for various internal lines of business, focusing on customer service and claims. This role involves leading continuous improvement initiatives, analyzing performance trends, and mentoring QA team members. Candidates should possess a Bachelor's degree and ideally have experience in call centers. Additional pluses include Lean Methodologies knowledge and bilingual skills in English and Spanish. Competitive benefits are provided.

Servicios

Legal benefits

Christmas bonus

Private medical insurance

Life insurance

Friendly work environment

Growth opportunities

Formación

• Experience with Call Center operations is a plus.
• Knowledge of Basic Car Insurance - Policies & Regulations is advantageous.
• Yellow Belt / Green Belt Certification is desirable.

Responsabilidades

• Lead QA operations and ensure timely evaluations.
• Monitor risk-based sampling plans for quality control.
• Identify quality trends using root cause analysis.

Conocimientos

Bilingual - English / Spanish

Lean Methodologies

Continuous Improvement Mindset

Educación

Bachelor's degree

Herramientas

Tableau

Calabrio

Statistical control techniques

Descripción del empleo

Quality Assurance Supervisor will lead quality oversight for Internal lines of business, focused on Customer Service, Collections, Tele services, Quality Control, Accounting & Claims of insurance.

This role is responsible for ensuring process accuracy, documentation compliance, and continuous improvement across all internal line’s workflows. Quality Assurance Supervisor will act as a bridge between auditing and operational excellence & drive measurable improvements by analyzing performance trends, coaching QA analysts, and executing continuous improvement initiatives.

Requirements

• Bachelor's degree (plus).
• Call Center background (plus).
• Experience with Lean Methodologies (desirable).
• Yellow Belt / Green Belt Certification (plus).
• Basic Car Insurance - Policies & Regulations knowledge (plus).
• Bilingual - English / Spanish.
• Continuous Improvement Mindset.

Activities

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

Benefits

• Legal benefits
• Christmas bonus
  • Savings fund
  • Profit sharing (PTU)
  • Vacation days
  • Vacation premium
  • Extra paid days off
  • Private medical insurance and preventative care
  • Life insurance
  • Friendly work environment
  • Financing and discounts at local restaurants and coffee shops
  • Friendly work environment / Growth opportunities