Quality assurance supervisor will lead quality oversight for internal lines of business, focused on customer service, collections, tele services, 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
bachelor's degree (plus).
Call center background (plus).
Experience with lean methodologies (desirable).
Yellow belt / green belt certification (plus).
Basic car insurance - policies & regulations knowledge (plus).
Bilingual - english / spanish.
Continuous improvement mindset.
Activities
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 calibrate sample sizes using statistical control techniques to ensure representative and actionable data for continuous improvement.
Lead calibration sessions & track participants’ 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 / optimize 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
profit sharing (ptu)
vacation days
vacation premium
extra paid days off
private medical insurance and preventative care
life insurance
friendly work environment
financing and discounts at local restaurants and coffee shops
friendly work environment / growth opportunities
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