**Sr.
Supervisor QA (Lean Six Sigma).
**
This role ensures process accuracy, documentation compliance, and continuous improvement across back-office workflows.
The senior quality Assurance Supervisor will act as a bridge between auditing and operational excellence and drive measurable improvements by analyzing performance trends, coaching QA analysts, and executing continuous improvement initiatives.
**Requirements**:
- Engineering degree.
- Previous experience with client-facing (plus).
- Advanced English level (C1).
- Lean Six Sigma experience (must).
- Continuous Improvement Experience (plus).
- Call Center Industry Experience (plus).
**Responsibilities**:
- Lead day-to-day operations of QA, ensuring timely and accurate evaluations across all Lines of Business.
- Establish and monitor risk-based sampling plans beyond random sampling (example: product line, agent tenure, complaint volume).
- Maintain and calibrate sample sizes using statistical control techniques to ensure representative and actionable data for continuous improvement.
- Lead calibration sessions & track participants' performance (repeatability & reproducibility).
DP-RH-001-Rev 0
- 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

📌 Sr Supervisor Qa (Lean Six Sigma) (Tijuana)
🏢 Confie
📍 Tijuana