**Job Information**:
Department Name
- ALLIANT
Job Type
- Full time
Service Now Ticket
- INC*******
Industry
- Communications
Modality
- Hybrid
Work Experience
- 0-1 year
Assigned Recruiter Contact
Date Opened
- 05/06/2025
City
- Tijuana
State/Province
- Baja California
Country
- Mexico
Zip/Postal Code
- *****
The Quality Assurance Analyst is responsible for monitoring and evaluating inbound/outbound/side-by-side interactions for tracking issues in the quality process, tools, or systems, providing feedback and 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**:
- Bachelor's degree (Desirable)
- Advanced English level
- Windows Office knowledge: Word, Excel, PowerPoint
- Insurance industry knowledge
- Learning capacity
- Active listening
- Specialized knowledge (Desirable)
- Lean Six Sigma / focus improvement approach
**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

📌 Quality Assurance Analyst (Tijuana)
🏢 Seguros confie
📍 Tijuana