Strategic QA Supervisor

Strategic QA Supervisor (Mexicali, BC)

Location: Mexicali, Baja California
Department: Operations
Position Type: Management – Full Time

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.

• 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 quality standards.
• Conduct audits and identify improvement opportunities backed by data.
• Perform RCA for deviations and develop high‑impact solutions.
• Build executive dashboards that translate QA metrics into business insights.
• Present strategic recommendations to Senior Management and C‑Level leaders.
• Manage internal/external calibrations and ensure accountability on action items.
• Oversee administrative responsibilities for your team, including attendance and disciplinary action.

• High school diploma (required).
• Bachelor’s degree in administrative or human‑oriented fields (preferred).
• Bilingual Spanish/English –
  English level B2+ (required).
• Intermediate computer skills and MS Office proficiency.
• 2 years as a call center agent.
• 1+ year as a call center team leader/supervisor or personnel manager (preferred).
• Experience leading QA initiatives.
• 1 year of QA Analyst experience.
• Knowledge of call monitoring tools, feedback systems, and quality KPIs.

Office‑based position in a calm, structured environment.
Schedules vary Monday-Friday 7AM - 4PM PST

You’ll have the opportunity to influence high‑level decisions and drive operational transformation through quality intelligence. This is the perfect role for someone who wants to move into strategic leadership within QA.

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law

REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.