Quality Assurance Supervisor

hace 3 semanas

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 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

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