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. **Requirements** * Bachelor'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. **Activities** 1\. Lead day\-to\-day operations of QA for Internal business lines, ensuring timely and accurate evaluations across all Lines of Business. 2\. Establish and monitor risk\-based sampling plans beyond random sampling (example: agent tenure, High AHT, LOW FCR). 3\. Maintain and calibrate sample sizes using statistical control techniques to ensure representative and actionable data for continuous improvement. 4\. Lead calibration sessions \& track participants’ performance (repeatability \& reproducibility). 5\. Identify and analyze quality trends using root cause analysis (RCA), Pareto charts, and control charts. 6\. Recommend corrective actions through PDCA (Plan\-Do\-Check\-Act) improvement cycles. 7\. Lead Kaizen events and Lean\-based improvement projects to reduce waste, improve agent efficiency and productivity. 8\. Conduct quarterly problem\-solving workshops with operations and cross\-functional stakeholders. 9\. Facilitate RCA sessions and post\-mortems on policy defects, complaints, or audit failures with stakeholders. 10\. Partner with analytics teams to build/optimize QA dashboards (Tableau, Calabrio, or BIA) focused on key metrics. 11\. Deliver weekly/monthly QA scorecards and quality trend insights to stakeholders, including executive summaries and action plans. 12\. Conduct Weekly 1:1 Feedback/Coaching (QA members). 13\. Mentoring: Transfer Knowledge \& Skills. 14\. Onboarding/Training for new QA Members. 15\. Create a fair and professional work environment that focuses on business objectives, but also balances quality of work\-life factors for employees **Benefits** * Legal benefits * Christmas bonus * Savings fund * Profit sharing (PTU) * Vacation days * Vacation premium * Extra paid days off * Private medical insurance and preventative care * Life insurance * Friendly work environment * Financing and discounts at local restaurants and coffee shops * Friendly work environment / Growth opportunities