About our
company
Confie is the largest
independent personal lines insurance agency and broker in the United
States—serving customers nationwide. In ****, 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.
Learn more at
>
QA
Supervisor
Quality Assurance Supervisor will lead quality
oversight for Internal lines of business, focused on Customer Service,
Collections, Teleservices, Quality Control, Accounting & Claims of
insurance. This role is responsible for ensuring process accuracy,
documentation compliance, and continuous improvement across all internal line's
workflows.
Quality Assurance Supervisor will act as a
bridge between auditing and operational excellence & drive measurable
improvements by analyzing performance trends, coaching QA analysts, and
executing continuous improvement initiatives.
Requirements
1.

Call Center background (3+ years)
2.

Previous experience with Lean Methodologies (plus)
3.

Advanced English Level (B2+)
4.

Excel Knowledge.
5.

Identify
and analyze quality trends using root cause analysis (RCA), Pareto charts, and control
charts (plus).
Job 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 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

📌 Qa Supervisor (Tijuana)
🏢 Confie TA Admin
📍 Tijuana