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.requirementsbachelor'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.activitieslead 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 & skillsonboarding / 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.benefitslegal benefitschristmas bonussavings fundprofit sharing (ptu)vacation daysvacation premiumextra paid days offprivate medical insurance and preventative carelife insurancefriendly work environmentfinancing and discounts at local restaurants and coffee shopsfriendly work environment / growth opportunities#j-*-ljbffr