**Job Information**:
Department Name
- Quality Assurance
Job Type
- Full time
Industry
- Communications
Service Now Ticket
- INC
Modality
- On Site
Work Experience
- 0-1 year
Assigned Recruiter Contact
Date Opened
- 10/14/2025
City
- Tijuana
State/Province
- Baja California
Country
- Mexico
Zip/Postal Code
- 22225
- 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.
**Requirements**:
- Bachelor's degree (desirable).
- QA Call Center experience (must).
- Continuous Improvement experience (plus).
- Car Insurance Policies & Regulations (plus).
- Bilingual - English and Spanish (must).
**Activities**
- 2. Provide structured feedback and participate in calibration sessions to ensure evaluation consistency.
- 3. Support new hires and cross-trainees with live coaching and mentoring sessions.
- 4. Participate in floor support and knowledge transfer activities as assigned.




- 5. Analyze QA trends to identify process defects, training gaps, or system-related friction.
- 6. Participate in Kaizen, A3, and Root Cause Analysis initiatives to drive continuous improvement.
- 7. Develop mini-insight reports, Pareto analyses, and recommendations for Operations and Training.
- 8. Support updates to SOPs, workflows, and knowledge base articles to reflect best practices.
- 9. Maintain accurate documentation of evaluation data, findings, and action plans.
- 10. Support QA dashboards, performance reports, and monthly insight summaries.
- 11. Assist during internal audits, compliance checks, and regulatory reviews.
- 12. Ensure consistency between QA evaluations, operational metrics (FCR, AHT, CSAT), and customer outcomes.
- 13. Perform other duties and ad-hoc analyses as directed by Quality Management.
**Benefits**:
- Legal benefits
- Christmas bonus
- Savings fund
- Profit sharing (PTU)
- Vacation days
- Vacation premium
- Extra paid days off
- Private medical insurance and preventative care
- Life Insurance
- Friendly work environment
- Financing and discounts at local restaurants and coffee shops
- Growth opportunities

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