QA Analyst

hace 2 semanas

Tijuana, México Seguros Confie A tiempo completo

**Job Information**:- Department Name- ALLIANT- Job Type- Full time- Industry- Communications- Service Now Ticket- INC - Modality- On Site- Work Experience- 1-3 years- Assigned Recruiter Contact- Date Opened- 12/17/2025- City- Tijuana- State/Province- Baja California- Country- Mexico- Zip/Postal Code- 22010- The Quality Assurance Analyst is responsible for monitoring and evaluating inbound/outbound/side-by-side interactions for the quality of products. In this role, you will be responsible for tracking issues in the quality process, tools, or systems, providing feedback & coaching to improve performance, develop training programs, and maintain a close working relationship with other department personnel to meet and maintain product quality.**Responsibilities and functions** Provide feedback/coaching according to company standards- Identify and remedy defects within the production process- Transfer knowledge & skills- Lead quality talks for new hires and cross-trainees- Participate & lead call listening/calibration sessions- Provide support for new hires during OJT- Floor support for agents- Attend and participate in all appropriate meetings- Ensure user expectations are met during the testing process- Assist in investigating and correcting quality-related issues (Complaints & CSAT)- Provide proactive recommendations and offer corrective actions to ensure quality.- Assist in the implementation of ops policies, procedures, quality systems, and programs- Participate in all regulatory, third-party, and customer audits and inspections- Maintain a fair and professional attitude- Perform other duties as directed by the quality department management **Requirements**:- Advanced English level- Windows Office knowledge: Word, Excel, PowerPoint- Insurance industry knowledge- Learning capacity- Active listening- Specialized knowledge (Desirable): LSS White Belt/Yellow Belt/Green Belt - SQL - TableauBenefits**:- Competitive weekly salary- Excellent location (Zona Río, Tijuana)- Legal benefits- Christmas bonus- Savings fund- Profit sharing (PTU)- Vacation days- Vacation premium- Extra paid days off- Private medical insurance and preventative care- Friendly work environment- Financing and discounts at local restaurants and coffee shops- Growth opportunities

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