Quality & Process Excellence

About our company

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.

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Quality & Process Excellence

Responsible for driving a culture of continuous improvement through data analysis and process optimization. This role focuses on identifying business opportunities, improving operational effectiveness, and implementing sustainable solutions that positively impact performance metrics.

The ideal candidate combines strong analytical thinking, process improvement methodologies, leadership capabilities, and stakeholder management skills to influence change across multiple teams.

Requirements

• Call Center Background (ideal).
• Advanced English Proficiency (B2+).
• Lean, Six Sigma, Kaizen, or Continuous Improvement experience.
• Excel and reporting skills.
• Strong analytical, organizational, and leadership capabilities.
• Lean Six Sigma Green Belt certification (plus).

Key Responsibilities

• Identify operational gaps, process bottlenecks, and quality risks through structured analysis and proactive observation.
• Lead continuous improvement initiatives using Lean, Six Sigma, PDCA, Kaizen, and Root Cause Analysis methodologies.
• Develop, document, and standardize operational processes and best practices.
• Utilize Pareto analysis, trend analysis, control charts, and KPI monitoring to identify performance improvement opportunities.
• Lead calibration sessions, improvement reviews, and accountability meetings.

Benefits

• Competitive weekly salary
• Excellent location (Zona Río, Tijuana)
• Legal benefits
• Christmas bonus
• Savings fund
• Profit sharing (PTU)
• 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