**Sr. Supervisor QA (Lean Six Sigma).** This role ensures process accuracy, documentation compliance, and continuous improvement across back\-office workflows. The senior quality Assurance Supervisor will act as a bridge between auditing and operational excellence and drive measurable improvements by analyzing performance trends, coaching QA analysts, and executing continuous improvement initiatives. **Requirements** * Engineering degree. * Previous experience with client\-facing (plus). * Advanced English level (C1\). * Lean Six Sigma experience (must). * Continuous Improvement Experience (plus). * Call Center Industry Experience (plus). **Job Responsibilities** * Lead day\-to\-day operations of QA, ensuring timely and accurate evaluations across all Lines of Business. * Establish and monitor risk\-based sampling plans beyond random sampling (example: product line, agent tenure, complaint volume). * Maintain and calibrate sample sizes using statistical control techniques to ensure representative and actionable data for continuous improvement. * Lead calibration sessions \& track participants’ performance (repeatability \& reproducibility). DP\-RH\-001\-Rev 0 * Identify and analyze quality trends using root cause analysis (RCA), Pareto charts, and control charts. * Recommend corrective actions through PDCA (Plan\-Do\-Check\-Act) improvement cycles. * Lead Kaizen events and Lean\-based improvement projects to reduce waste, improve agent efficiency, and productivity. * Conduct quarterly problem\-solving workshops with operations and cross\-functional stakeholders. * Facilitate RCA sessions and post\-mortems on policy defects, complaints, or audit failures with stakeholders. * Partner with analytics teams to build/optimize QA dashboards (Tableau, Calabrio, or BIA) focused on key metrics. * Deliver weekly/monthly QA scorecards and quality trend insights to stakeholders, including executive summaries and action plans. * Conduct Weekly 1:1 Feedback/Coaching (QA members). * Mentoring: Transfer Knowledge \& Skills. * Onboarding/Training for new QA Members. * Create a fair and professional work environment that focuses on business objectives, but also balances quality of work\-life factors for employees **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