FBS (Mexico) QA Manager

Job Summary

Essential Job Functions

• Lead and coordinate a team of Quality Assurance Consultants responsible for evaluating employee and vendor performance against established business unit guidelines.
• Oversee quality evaluations across assigned business units and vendor networks, including activities conducted across multiple locations, in the field, or virtually.
• Ensure quality assessments are completed accurately, consistently, and in accordance with established policies and procedures.
• Review evaluation findings, identify performance trends, and recommend corrective actions to address quality concerns and process deficiencies.
• Partner with business unit leadership to discuss evaluation results, performance gaps, and opportunities for improvement.
• Prepare and present quality evaluation findings, performance trends, and recommendations to Quality leadership.
• Evaluate compliance with applicable regulatory requirements and internal business unit standards.
• Review existing policies, procedures, and operational practices, recommending improvements to Quality leadership.
• Identify, evaluate, and share best practices across business units to promote consistency and operational excellence.
• Coordinate evaluation schedules and team activities to support departmental priorities and objectives.
• Provide technical guidance and support to business stakeholders regarding quality standards and evaluation processes.
• Oversee follow-up evaluations, including claims re-inspections where applicable, and coordinate immediate corrective action requests when necessary.
• Support continuous improvement initiatives to strengthen quality performance, compliance, and operational effectiveness.
• Perform additional responsibilities as assigned.

Education Requirements

• 5–7 years of professional experience in Claims, Contact Center Operations, Quality Assurance, or a similar business environment required.
• Previous experience evaluating operational performance, quality standards, and compliance with established guidelines.
• Demonstrated leadership or team management experience preferred.
• Experience working with internal stakeholders, business leadership, and external vendor networks preferred.
• High school diploma or equivalent required.
• Bachelor's degree preferred.
• Completion of, or active pursuit of, a major insurance industry designation preferred.

Special Skill Requirement

• Strong understanding of quality assurance processes, performance evaluations, and operational compliance.
• Experience analyzing quality results, identifying performance trends, and recommending corrective actions.
• Knowledge of business unit policies, procedures, and regulatory requirements.
• Ability to prepare quality reports, communicate findings, and provide recommendations to leadership.
• Experience coordinating quality evaluation activities across teams, locations, or vendor networks.
• Familiarity with continuous improvement methodologies and quality management practices

Additional Qualification

• Strong leadership and team coordination skills.
• Excellent analytical thinking and problem-solving abilities.
• Strong written and verbal communication skills.
• Ability to collaborate effectively with business stakeholders and senior leadership.
• Strong organizational, planning, and prioritization skills.
• High attention to detail and commitment to quality and accuracy.
• Ability to identify process improvement opportunities and recommend practical solutions.
• Sound judgment and ability to make recommendations based on evaluation findings.
• Strong relationship management and influencing skills.
• Ability to manage multiple priorities in a fast-paced environment.

• Ability to work effectively in an open office environment with normal workplace distractions, noise, and interruptions.