QA Supervisor

Job Description

Confie is the largest independent personal lines insurance agency and broker in the United States—serving customers nationwide. In 2010, 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.

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/optimise 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

• Legal benefits
• Christmas bonus
• Savings fund
• Vacation premium
• Extra paid days off
• Private medical insurance and preventative care
• Friendly work environment
• Financing and discounts at local restaurants and coffee shops