*job information*:
department name
- quality assurance
job type
- full time
industry
- communications
service now ticket
- inc1514141
modality
- hybrid
work experience
- 0-1 year
assigned recruiter contact
date opened
- 03/18/2026
city
- tijuana
state/province
- baja california
country
- mexico
zip/postal code
- 22010
- the quality assurance analyst is responsible for evaluating and improving the overall quality of customer interactions, documentation, and process execution across all channels. Beyond evaluations, this role generates business insights through data analysis, identifies systemic improvement opportunities, and collaborates with operations, training, and continuous improvement teams to drive performance and customer experience enhancements.
*requirements*:
- previous call center experience
- advanced english level
- qa experience in a call center environment.
- windows office knowledge: word, excel, powerpoint
- bachelor's degree (desirable).
- car insurance policies & regulations (plus).
- continuous improvement experience (plus).
*job responsibilities*:
- supervise daily operations of the ses accounting team, ensuring alignment with service-level expectations.
- monitor agent performance and conduct weekly coaching sessions with documented feedback.
- track departmental kpis and contribute to continuous improvement initiatives.
- coordinate with hr to document and address performance issues on time.
- review and validate weekly payroll to ensure accuracy and fairness.
- generate performance-based bonuses and manage time-off scheduling to minimize impact on kpis.
- act as the primary escalation point for inquiries from brokers and internal stakeholders.
- conduct regular audits of accounting systems and files to ensure data integrity and compliance.
- support the preparation of insurance documents, proposals, and renewal packets as needed.
- collaborate with internal departments and carriers to resolve issues and gather required documentation.
*benefits*:
- private health insurance.
- life insurance.
- saving funds and voluntary savings account.
- profit sharing (ptu).
- vacation days (above law).
- christmas bonus.
- vacation premium.