Strategic QA Supervisor (Mexicali, BC)
Location: Mexicali, Baja California Department: Operations Position Type: Management – Full Time
About the Role
We are seeking an analytical, data‑driven Strategic Quality Assurance Supervisor to join our growing Operations team in Mexicali. This is not a traditional QA role—your mission goes beyond agent monitoring. You will be responsible for converting quality data into strategic insights that directly influence operational performance and executive decision‑making.
You will lead a QA team focused on deep‑dive analysis, trend identification, and solution‑driven reporting. While operations leaders handle agent‑level coaching, you will focus on macro‑level quality intelligence that shapes the direction of the business.
What You’ll Do
Lead, mentor, and develop the QA team.
Design and implement QA standards, SOPs, and auditing frameworks across geographies.
Oversee call monitoring processes ensuring compliance with q...