### **Job Information** Department Name ALLIANT Job Type Full time Industry Communications Service Now Ticket INC1415747 Modality On Site Work Experience 1\-3 years Assigned Recruiter Contact fernando.bravo.garcia@confie.com Date Opened 12/17/2025 City Tijuana State/Province Baja California Country Mexico Zip/Postal Code 22010 ### **Job Description** The Quality Assurance Analyst is responsible for monitoring and evaluating inbound/outbound/side\-by\-side interactions for the quality of products. In this role, you will be responsible for tracking issues in the quality process, tools, or systems, providing feedback \& coaching to improve performance, develop training programs, and maintain a close working relationship with other department personnel to meet and maintain product quality. **Responsibilities and functions** * Evaluate inbound/outbound/side by side calls/claims/interactions/chats/emails * Provide feedback/coaching according to company standards * Identify and remedy defects within the production process * Transfer knowledge \& skills * Lead quality talks for new hires and cross\-trainees * Participate \& lead call listening/calibration sessions * Provide support for new hires during OJT * Floor support for agents * Attend and participate in all appropriate meetings * Ensure user expectations are met during the testing process * Assist in investigating and correcting quality\-related issues (Complaints \& CSAT) * Provide proactive recommendations and offer corrective actions to ensure quality. * Assist in the implementation of ops policies, procedures, quality systems, and programs * Participate in all regulatory, third\-party, and customer audits and inspections * Maintain a fair and professional attitude * Perform other duties as directed by the quality department management ### **Requirements** * Advanced English level * Windows Office knowledge: Word, Excel, PowerPoint * Insurance industry knowledge * Learning capacity * Active listening * Specialized knowledge (Desirable): LSS White Belt/Yellow Belt/Green Belt – SQL – Tableau ### **Benefits** * Competitive weekly salary * Excellent location (Zona Río, Tijuana) * 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