Job Information
Department Name
BPO
Job Type
Full time
Industry
Communications
Service Now Ticket
INC1312242
Modality
Hybrid
Work Experience
3-5 years
Assigned Recruiter Contact
Date Opened
08/07/2025
City
Tijuana
State/Province
Baja California
Country
Mexico
Zip/Postal Code
22010
Job Description
The Senior Quality Assurance Supervisor will lead quality oversight for the Alliant line of business, focused on claims and certificates of insurance. This role is responsible for ensuring process accuracy, documentation compliance, and continuous improvement across back-office workflows. Sr 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
Job Responsibilities
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Lead day-to-day operations of QA for Alliant’s business lines, ensuring timely and accurate evaluations across all Lines of Business.
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Establish and monitor risk-based sampling plans beyond random sampling (example:, product line, agent tenure, complaint volume).
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Maintain and calibrate sample sizes using statistical control techniques to ensure representative and actionable data for continuous improvement.
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Lead calibration sessions & track participant’s performance (repeatability & reproducibility). DP-RH-001-Rev 0
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Identify and analyze quality trends using root cause analysis (RCA), Pareto charts, and control charts.
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Recommend corrective actions through PDCA (Plan-Do-Check-Act) improvement cycles.
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Lead Kaizen events and Lean-based improvement projects to reduce waste, improve agent efficiency and productivity.
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Conduct quarterly problem-solving workshops with operations and cross-functional stakeholders.
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Facilitate RCA sessions and post-mortems on policy defects, complaints, or audit failures with stakeholders.
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Partner with analytics teams to build/optimize QA dashboards (Tableau, Calabrio, or BIA) focused on key metrics.
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Deliver weekly/monthly QA scorecards and quality trend insights to stakeholders, including executive summaries and action plans.
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Conduct Weekly 1:1 Feedback/Coaching (QA members).
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Mentoring: Transfer Knowledge & Skills.
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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
Requirements
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Bachelor's degree (Desirable)
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Advanced English level
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Computer knowledge: Office: Word, Excel, PowerPoint - Proficient
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Experience: LSS Yellow Belt/Green Belt Tableau - Basic, Kaizen,
- Customer Service, Leadership, Risk management, Continuous Improvement,
Benefits
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Competitive weekly salary
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Excellent location (Zona Río, Tijuana)
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Legal benefits
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Christmas bonus
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Savings fund
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Profit sharing (PTU)
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Vacation days
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Vacation premium
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Extra paid days off
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Private medical insurance and preventative care
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Friendly work environment
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Financing and discounts at local restaurants and coffee shops
- Growth opportunities
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