Manages toll roads and transportation infrastructure in the North Texas region.
Evaluate customer interactions, audit workflows, ensure compliance, and use AI tools.
15 days ago ago
$18 - $23
Junior (1-3 years), Intermediate (4-7 years)
Full Time
Plano, TX
Office Full-Time
Company Size
1,200 Employees
Service Specialisms
Tolling Operations
Roadway Maintenance
Traffic Management
Engineering Services
Construction Management
Project Development
Customer Service
Design
Sector Specialisms
Transportation
Infrastructure
Heavy Civil
Toll Operations
Roadway Construction
Bridge Maintenance
Traffic Management
Public Sector
Role
Description
ai audits
performance monitoring
data analysis
compliance tracking
tool development
reporting dashboards
Ensure quality assurance practices align with internal policies, external regulations, and ethical standards.
Participate in calibration sessions to ensure alignment across human and AI-assisted evaluation results.
Monitor and track performance trends across service lines using traditional and AI-enhanced reporting tools.
Stay current on changes in products, services, technology tools, policies, and procedures to ensure evaluation accuracy and service alignment.
Identify and escalate recurring quality concerns, anomalies, or risks to the QA/QC Supervisor for further analysis and action.
Leverage AI-enabled transcription and sentiment analysis tools to increase consistency and efficiency in evaluations.
Maintain organized records of audit outcomes, coaching notes, and compliance tracking in centralized systems.
Monitor compliance with scripts, protocols, policies, and industry or regulatory standards.
Promote a proactive quality culture by embracing innovation and supporting digital transformation within QA/QC processes.
Perform audits on documentation, data entry accuracy, and workflow adherence using both manual and AI-supported methods.
Provide clear, constructive quality feedback to frontline staff and team leads based on monitoring results.
Collaborate with training and operations teams to update knowledge base content, SOPs, and workflows in response to quality trends or AI-generated insights.
Contribute to the design, testing, and implementation of AI-powered QA tools and automation processes.
Accurately document audit results and share findings in a timely manner using reporting dashboards and digital audit platforms.
Support quality improvement initiatives by collecting and analyzing relevant data from AI dashboards, CRM systems, and QA platforms.
Evaluate customer interactions across multiple communication channels (voice, email, chat, etc.) using established QA scorecards and, where applicable, AI-assisted monitoring tools.
Assist supervisors and trainers by identifying coaching opportunities and skill gaps using AI-driven trend data and evaluation insights.
Requirements
microsoft office
associate’s degree
customer service
quality monitoring
communication
driver's license
Valid driver’s license
1 – 3 years’ experience in customer service, call-center or quality assurance.
2+ years of Quality Monitoring experience
Proficient in Microsoft Office Suite (Excel, Word, Outlook)
Effective written and verbal communication skills
Associate’s degree or equivalent work experience
Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship. **
6-months/1-year education or training beyond a high school diploma
Strong attention to detail and analytical skills
Benefits
Pay Range: $18.11-$23.83 ***
Retention Bonus: $1000**
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
position is not available for h1-b visa sponsorship.
applicants must be eligible to lawfully work in the united states immediately.
Security clearance
Information not given or found
Company
Overview
Enhances transportation through the development and operation of toll roads.
Manages key tollways and expressways in the North Texas area.
Oversees infrastructure projects aimed at reducing traffic congestion and improving mobility.
Developed major toll roads, including the President George Bush Turnpike and the Sam Rayburn Tollway.
Invests in cutting-edge technologies like electronic toll collection to enhance travel experiences.
Focuses on improving the efficiency of the regional transportation network.
Contributes to the economic growth of the North Texas region by providing reliable transport options.
Integrates sustainable road management practices to ensure long-term infrastructure viability.
Culture + Values
Team First: We all work toward doing things in the best interest of NTTA. Each employee forms our team, and our team is the foundation of our success.
Enjoy Work: Our culture is based on great work, sharing ideas, collaborating on projects and supporting each other.
Excellence: We set high expectations and bring our best to every assignment, every day.
Positive Intent: Consistently operating in the best interest of NTTA.
Environment Of Ideas: Committed to continuous improvement, learning, skill development, problem-solving and creativity in everything we do.
Real Conversations: Key to successful communication, collaboration and teamwork.
Accountability: We take ownership of our individual contributions toward NTTA's goals, holding ourselves to the same standards we hold others.
Trustworthy: Establishing credibility, dependability and value as professionals, a team and a customer-driven organization.
Environment + Sustainability
2010
Cashless Tolls Nationwide
Nationwide conversion to cashless tolling reduced idling and emissions from toll booths.
900
Toll Roads Operated
Operates over 900 lane-miles of toll roads while implementing technology to minimize environmental impact.
First U.S. tolling agency to adopt electronic tolling with TollTag since 1989, promoting efficient traffic flow.
Net zero greenhouse gas emissions target set for 2050, aligned with strategic sustainability planning.
Inclusion & Diversity
15 Companies Graduated
Successful ROAD Program Graduates
The company's mentor-protégé model successfully graduated 15 companies in its sixth class, enhancing their competitive capacity for large-scale projects.
3.0/5 Rating
Glassdoor D&I Rating
The company received a Glassdoor diversity and inclusion rating of 3.0/5 based on 50 employee reviews, aligning with industry standards.
9.1/10 Score
Gender Diversity Score
Zippia's demographic analysis highlights an estimated workforce gender diversity score of 9.1/10, showcasing the company's commitment to diversity.
Launched mentor-protégé model to support disadvantaged, minority, and woman-owned business enterprises.