QA Analyst

Description

Summary: The Quality Assurance Analyst evaluates and improves customer interactions, documentation, and process execution, generating insights and collaborating to enhance performance and customer experience. Highlights: 1. Evaluates customer interactions for compliance, accuracy, and experience 2. Analyzes QA trends to identify process defects and training gaps 3. Supports continuous improvement initiatives and updates to best practices ### **Job Information** Department Name BPO Job Type Full time Industry Communications Service Now Ticket INC1491801 Modality On Site Work Experience 0\-1 year Assigned Recruiter Contact Fernanda.Palomares.Flores@confie.com Date Opened 02/25/2026 City Tijuana State/Province Baja California Country Mexico Zip/Postal Code 22010 ### **Job Description** 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 in a Call Center environment (desirable). * Windows Office knowledge: Word, Excel, PowerPoint * Bachelor's degree (desirable). * Car Insurance Policies \& Regulations (plus). * Continuous Improvement experience (plus). **Job Activities:** * Evaluate inbound, outbound, side\-by\-side, and written interactions (calls, chats, claims, emails) for compliance, accuracy, and experience. * Provide structured feedback and participate in calibration sessions to ensure evaluation consistency. * Support new hires and cross\-trainees with live coaching and mentoring sessions. * Participate in floor support and knowledge transfer activities as assigned. * Analyze QA trends to identify process defects, training gaps, or system\-related friction. * Participate in Kaizen, A3, and Root Cause Analysis initiatives to drive continuous improvement. * Develop mini\-insight reports, Pareto analyses, and recommendations for Operations and Training. * Support updates to SOPs, workflows, and knowledge base articles to reflect best practices. * Maintain accurate documentation of evaluation data, findings, and action plans. * Support QA dashboards, performance reports, and monthly insight summaries. * Assist during internal audits, compliance checks, and regulatory reviews. * Ensure consistency between QA evaluations, operational metrics (FCR, AHT, CSAT), and customer outcomes. * Perform other duties and ad\-hoc analyses as directed by Quality Management. ### **Benefits** * Private Health Insurance. * Life Insurance. * Saving Funds and Voluntary Savings Account. * Profit Sharing (PTU). * Vacation Days (above law). * Christmas bonus. * Vacation premium.