The Quality Assurance Analyst is responsible for ensuring
the highest quality standards in all inbound, outbound, and side-by-side
interactions. This role involves monitoring and evaluating these interactions.
to maintain product quality.
1. Evaluate
Inbound/Outbound/Side by Side calls/claims/interactions/chats/emails
2. Provide
Feedback/Coaching according to company standards.
3. Identify
and remedy defects within the production process.
4. Mentoring:
Transfer Knowledge & Skills
5. Lead
Quality Talks for new hires and cross trainees.
6. Participate
& lead call listening/calibration sessions.
7. Provide
Support for New Hires during OJT.
8. Floor
Support – Floor Walking (When applicable)
9. Attend
and participate in all appropriate meetings.
10. Ensure
user expectations are met during testing process
11. Assist
in investigating and correcting quality-related issues (Complaints &
CSAT)
12. Provide
proactive recommendations and offer corrective actions to ensure quality.
13. Assist
in the implementation of Ops policies, procedures, quality systems and
programs.
14. Participate
in all regulatory, third party and customer audits and inspections.
15. Maintain
a fair and professional attitude.
16. Perform
other duties as directed by the Quality Department Management (AD HOC)
Requirements
- University/ College (Desirable)
- Advanced English level
- Windows Office knowledge: Word, Excel, PowerPoint
- Experience: Audits / Test / Risks
/Sampling – 1.5 years
- Specialized knowledge (Desirable)
- LSS
White Belt/Yellow Belt/Green Belt – SQL – Tableau
- Car
Insurance
– Policies & Regulations
Benefits
- Competitive weekly salary
- 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
Skills Required
- Advanced English level
- Windows Office knowledge: Word, Excel, PowerPoint
- Experience: Audits / Test / Risks / Sampling - 1.5 years
- University or College education
- Lean Six Sigma White/Yellow/Green Belt
- SQL
- Tableau
- Car insurance policies and regulations knowledge
What We Do
Confie is the largest independent personal lines insurance agency and broker in the United States, operating as a leading call center in Tijuana that provides customer service, back office support, and sales for US insurance companies.
