The Role
Evaluate customer interactions across channels for compliance and quality, provide feedback and coaching, analyze QA trends, drive continuous improvement, support audits, maintain QA documentation and reports.
Summary Generated by Built In
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:
- Evaluate inbound, outbound, side-by-side, and written interactions (calls, chats, claims, emails) for compliance, accuracy, and experience.
- 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, Excel, PowerPoint
- Bachelor's degree (desirable).
- Car Insurance Policies & Regulations (plus).
- Continuous Improvement experience (plus)
Benefits
- Private Health Insurance.
- Life Insurance.
- Saving Funds and Voluntary Savings Account.
- Profit Sharing (PTU).
- Vacation Days (above law).
- Christmas bonus.
- Vacation premium.
Skills Required
- Previous Call Center Experience
- Advanced English level
- QA experience in a Call Center environment
- Windows Office knowledge: Word, Excel, PowerPoint
- Bachelor's degree
- Car Insurance Policies & Regulations
- Continuous Improvement experience (Kaizen, A3, RCA)
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The Company
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.
