Quality Consultant: Audit Lead for Customer Experience

Farmers Insurance Careers Mexico; Estado de México; On-site; MXN 1,008,000 - 1,374,000; Full time

Job summary

Farmers Insurance is seeking a Quality Assurance Analyst to evaluate business unit performance and the quality of contact handling. You’ll lead audit activities, analyze results, and present findings to business partners and leaders.

The role requires collaboration across sites, with a focus on improving customer experiences and ensuring regulatory compliance. Responsibilities include conducting audits, identifying trends, and advising on corrective actions.

Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred.
• 1–3 years of experience in claims or contact center.
• Prior quality and call center experience.
• Fluent English.
• Experience with internal FWS, Farmers, and/or Bristol West systems is preferred.

Responsibilities

• Evaluates quality of service, regulatory compliance and adherence to established procedures in relation to contacts.
• Evaluates potential impact of errors made on the customer and subsequent handling of the customer journey.
• Contributes to benchmark audits and targeted reviews; identifies trends and proposes actions to improve customer experience.
• Partners with leadership to identify targeted audit needs for sites or teams.
• Executes audits, analyzes results, and communicates findings to local leaders.

Skills

Fluent English

Education

High school diploma

Bachelor's degree

Tools

FWS system

Farmers/Bristol West systems

Job description

Farmers Insurance is seeking a Quality Assurance Analyst to evaluate business unit performance and the quality of contact handling. You’ll lead audit activities, analyze results, and present findings to business partners and leaders.

The role requires collaboration across sites, with a focus on improving customer experiences and ensuring regulatory compliance. Responsibilities include conducting audits, identifying trends, and advising on corrective actions.