About our company Confie is the largest independent personal lines insurance agency and broker in the United States- serving customers nationwide. In 2010, we established our Shared Services Center in Tijuana, Baja California, creating a world-class operation built to efficiently support our customers, drive innovation, and develop exceptional talent. Since then, our Mexico operation has become a vital extension of our organization, strengthening the work that powers our U.S. business and elevating the experience of customers across all 50 states. Today, more than 1,800 team members—both on-site and remote—help fuel our success with a focus on quality, consistency, and operational excellence. Our growth reflects a deep investment in technology, continuous improvement, and-most importantly—our people. We foster an inclusive, fast-paced, and collaborative culture where employees are encouraged to grow and build long‑term careers with a company shaping the future of insurance.

Qualifications

- Call Center background (3+ years)
- Previous experience with Lean Methodologies (plus)
- Advanced English Level (B2+)
- Excel Knowledge.
- Identify and analyze quality trends using root cause analysis (RCA), Pareto charts, and control charts (plus).

Responsibilities

- Lead day-to-day operations of QA for Internal business lines, ensuring timely and accurate evaluations across all Lines of Business.
- Establish and monitor risk‑based sampling plans beyond random sampling (example: agent tenure, High AHT, LOW FCR).




- Maintain and calculate sample sizes using statistical control techniques to ensure representative and actionable data for continuous improvement.
- Lead calibration sessions & track participant’s performance (repeatability & reproducibility).
- Identify and analyze quality trends using root cause analysis (RCA), Pareto charts, and control charts.
- Recommend corrective actions through PDCA (Plan-Do-Check-Act) improvement cycles.
- Lead Kaizen events and Lean‑based improvement projects to reduce waste, improve agent efficiency and productivity.
- Conduct quarterly problem‑solving workshops with operations and cross‑functional stakeholders.
- Facilitate RCA sessions and post‑mortems on policy defects, complaints, or audit failures with stakeholders.
- Partner with analytics teams to build/optimize QA dashboards (Tableau, Calabrio, or BIA) focused on key metrics.
- Deliver weekly/monthly QA scorecards and quality trend insights to stakeholders, including executive summaries and action plans.
- Conduct Weekly 1:1 Feedback/Coaching (QA members).
- Mentoring: Transfer Knowledge & Skills.
- Onboarding/Training for new QA Members.
- Create a fair and professional work environment that focuses on business objectives but also balances quality of work‑life factors for employees.

Benefits

- 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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📌 QA Supervisor (Tijuana)
🏢 Confiemx-Taadmin
📍 Tijuana