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 imp