QA Analyst
Confie TA Admin · Municipio de Tijuana, Baja California, Mexico
Insurance · 1,001-5,000 employees
About the role
The QA Analyst is responsible for monitoring and evaluating inbound and outbound interactions to ensure high quality standards. They provide coaching, identify production defects, and support new hires through training and floor support.
What they look for
Requirements
Candidates should have at least 1.5 years of experience in audits, testing, or risk management and possess advanced English skills. Proficiency in Microsoft Office is required, while knowledge of SQL, Tableau, and Lean Six Sigma is considered a plus.
Benefits
Full description
The Quality Assurance Analyst is responsible for ensuring the highest quality standards in all inbound, outbound, and side-by-side interactions. This role involves monitoring and evaluating these interactions. to maintain product quality.
1. Evaluate Inbound/Outbound/Side by Side calls/claims/interactions/chats/emails
2. Provide Feedback/Coaching according to company standards.
3. Identify and remedy defects within the production process.
4. Mentoring: Transfer Knowledge & Skills
5. Lead Quality Talks for new hires and cross trainees.
6. Participate & lead call listening/calibration sessions.
7. Provide Support for New Hires during OJT.
8. Floor Support – Floor Walking (When applicable)
9. Attend and participate in all appropriate meetings.
10. Ensure user expectations are met during testing process
11. Assist in investigating and correcting quality-related issues (Complaints & CSAT)
12. Provide proactive recommendations and offer corrective actions to ensure quality.
13. Assist in the implementation of Ops policies, procedures, quality systems and programs.
14. Participate in all regulatory, third party and customer audits and inspections.
15. Maintain a fair and professional attitude.
16. Perform other duties as directed by the Quality Department Management (AD HOC)
Requirements
- University/ College (Desirable)
- Advanced English level
- Windows Office knowledge: Word, Excel, PowerPoint
- Experience: Audits / Test / Risks
/Sampling – 1.5 years
- Specialized knowledge (Desirable)
- LSS
White Belt/Yellow Belt/Green Belt – SQL – Tableau
- Car
Insurance – Policies & Regulations
Benefits
- Competitive weekly salary
- Legal benefits
- Christmas bonus
- Savings fund
- Profit sharing (PTU)
- Vacation days
- 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
