Quality Assurance Supervisor - Tolling Operations

Description

• Recognize quality achievements and promote best practices across teams.
• Monitor and analyze quality metrics, including accuracy rates, error rates, and customer experience scores.
• Track compliance results and corrective actions, ensuring timely resolution of issues.
• Maintain comprehensive quality documentation and audit records for internal and external review.
• This position is responsible for the overall direction, coordination, and evaluation of quality personnel teams including subcontractors for the project. Fulfills supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Coordinates with HR to address concerns and employee grievances.
• Collaborate with Operations, IT, Training, and Finance teams to refine procedures and implement best practices.
• Responsible for staffing, hiring, and onboarding new team members.
• Foster a culture of continuous improvement and client satisfaction by analyzing feedback and survey results.
• Lead root-cause analysis for performance issues and implement corrective actions to prevent recurrence.
• Prepare detailed reports and dashboards for leadership, providing actionable recommendations for performance improvement.
• Ensure strict compliance with tolling regulations, payment card industry standards, and data protection laws.
• Conduct regular audits of transactions, customer interactions, and system activities to verify accuracy and adherence to protocols.
• Conducts mid-year and end of year performance reviews.
• Develop, implement, and maintain robust quality assurance standards, policies, and performance benchmarks.
• Provide targeted coaching and feedback to staff based on performance findings.
• Reviews quality disputes and communicates decision to relevant stakeholders.
• Serve as a quality subject-matter expert for operations leadership, participating in audits, vendor reviews, and operational meetings.
• Champion initiatives to streamline workflows, reduce error rates, and enhance customer experiences through process redesign and technology adoption.
• Support the development and delivery of training programs and refresher modules.
• Ensure quality initiatives align with business goals and regulatory requirements.

Requirements

• Work experience in quality assurance/auditing, call center, or customer service preferred.
• Frequent hand/eye coordination to operate computer keyboard and office equipment.
• Computer competency in Microsoft office and SharePoint
• Ability to work independently while meeting schedules and project commitments.
• Bilingual Spanish is a plus.
• Excellent coaching, written and verbal communication, and conflict resolution skills.
• Vision for reading, recording, and interpreting information.
• Proficiency with QA software tools, call recording platforms, and reporting systems.
• Proven experience in quality assurance, preferably in tolling, customer service, and/or regulated environments.
• Ability to adhere to safety requirements and maintain departmental performance standards.
• Bilingual Vietnamese is a plus.
• Frequent speech communication, hearing and listening to maintain communication.
• Bachelor’s degree in business administration, communications, or related field (or 3 equivalent years of experience).
• Ability to manage multiple priorities in a dynamic operational setting while maintaining composure and professionalism.
• Must be able to pass background.
• Must be able to lift, carry, walk, and stand.
• Daily use of computer and keyboard, standard office equipment, and telephone
• Strong analytical abilities and a keen eye for detail in reviewing data.
• Ability to work flexible hours from 8:00 a.m. to 6:00 p.m. Monday – Friday onsite, as needed to support the needs of the business.
• Primarily sedentary physical work requires ability to lift a maximum of 10 pounds.
• Ability to access, input, and retrieve information from the computer.
• Ability to adhere to attendance requirements.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance