Quality Assurance Supervisor

hace 4 días


Tijuana Baja California Mexico Confie TA Admin A tiempo completo

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.RequirementsBachelor'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 employeesBenefitsLegal benefitsChristmas bonusSavings fundProfit sharing (PTU)Vacation daysVacation premiumExtra paid days offPrivate medical insurance and preventative careLife insuranceFriendly work environmentFinancing and discounts at local restaurants and coffee shopsFriendly work environment / Growth opportunities



  • baja california, México Mammotome A tiempo completo

    Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Mammotome, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint...

  • Quality Supervisor

    hace 4 semanas


    baja california, México Nysonian Inc. A tiempo completo

    Join to apply for the Quality Supervisor role at Nysonian Inc. Location: Tecate, Baja California, MexicoEmployment Type: Full-TimeOn-Site: Yes Department: Quality / OperationsReports To: Quality Manager / Plant Manager At Nysonian, we exist to build the next generation of global lifestyle brands that redefine how people live, work, and create. Quality is at...

  • Quality Assurance

    hace 2 semanas


    Tijuana, México Cyber City SAS A tiempo completo

    Quality assurance (QA) in call centers is a process that ensures you're performing according to the standards of your company. This is done by monitoring and evaluating your team based on the key performance indicators (KPIs) that you have set, in this case equal or above 90% on compliance and customer experience.The QA Department works with operations but...

  • Quality Assurance

    hace 2 semanas


    Tijuana, México Cyber City SAS A tiempo completo

    Quality assurance (QA) in call centers is a process that ensures you're performing according to the standards of your company. This is done by monitoring and evaluating your team based on the key performance indicators (KPIs) that you have set, in this case equal or above 90% on compliance and customer experience.The QA Department works with operations but...

  • Quality Assurance Manager

    hace 2 semanas


    Tijuana, México Prodensa A tiempo completo

    Responsible for delivering optimum quality of a company's services or goods.In addition to maintaining consistent quality, they help to ensure compliance with laws, regulations, and environmental standards, recommending improvements where necessary.Creates and implements company quality standards.Accomplishes quality assurance objectives by monitoring,...


  • Tijuana, México DOMO Industrial A tiempo completo

    Descripción y detalle de las actividades**Job Objective**:To support the quality assurance team in ensuring the consistent production of high-quality prefabricated modules at Domo Modular's manufacturing facility.This role involves contributing to the implementation and maintenance of quality systems, conducting inspections and tests, and identifying...


  • Tijuana, México DOMO Industrial A tiempo completo

    Descripción y detalle de las actividades **Job Objective**: To support the quality assurance team in ensuring the consistent production of high-quality prefabricated modules at Domo Modular's manufacturing facility. This role involves contributing to the implementation and maintenance of quality systems, conducting inspections and tests, and identifying...

  • Quality Assurance Manager

    hace 2 semanas


    Tijuana, México Sensata Technologies, Inc. A tiempo completo

    The Quality Assurance Manager is responsible for managing all internal quality improvements and customer quality reports, as well as taking part in the global quality system improvement activities.General Responsibilities- Manages all assigned quality assurance team members while reporting team successes and opportunities to the Director of Quality Assurance...


  • Tijuana, México CONFIE A tiempo completo

    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...


  • Tijuana, México CONFIE A tiempo completo

    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...