Job Information:
Department Name
- BPO

Job Type
- Full time

Industry
- Technology

Service Now Ticket
- RITM0010714

Modality
- Hybrid

Work Experience
- 0-1 year

Assigned Recruiter Contact

Date Opened
- 06/22/2026

City
- Tijuana

State/Province
- Baja California

Country
- Mexico

Zip/Postal Code
- 22010
- The Quality Assurance Analyst is responsible for evaluating and improving the overall quality of customer interactions, documentation, and process execution across all channels. Beyond evaluations, this role generates business insights through data analysis, identifies systemic improvement opportunities, and collaborates with Operations, Training, and Continuous Improvement teams to drive performance and customer experience enhancements.
- Job responsibilities:
- Provide structured feedback and participate in calibration sessions to ensure evaluation consistency.
- Support new hires and cross-trainees with live coaching and mentoring sessions.
- Participate in floor support and knowledge transfer activities as assigned.




- Analyze QA trends to identify process defects, training gaps, or system-related friction.
- Participate in Kaizen, A3, and Root Cause Analysis initiatives to drive continuous improvement.
- Develop mini-insight reports, Pareto analyses, and recommendations for Operations and Training.
- Support updates to SOPs, workflows, and knowledge base articles to reflect best practices.
- Maintain accurate documentation of evaluation data, findings, and action plans.
- Support QA dashboards, performance reports, and monthly insight summaries.
- Assist during internal audits, compliance checks, and regulatory reviews.
- Ensure consistency between QA evaluations, operational metrics (FCR, AHT, CSAT), and customer outcomes.
- Perform other duties and ad-hoc analyses as directed by Quality Management.
- Requirements:
- Previous Call Center Experience
- Advanced English level
- QA experience in a Call Center environment.
- Windows Office knowledge: Word, E

📌 QA Analyst (Tijuana)
🏢 Seguros confie
📍 Tijuana