QA/QC Manager – Tolling Operations

Overview

Lead QA/QC for tolling operations, ensuring compliance and improving service quality

Key Responsibilities

• quality assurance
• audit management
• compliance monitoring
• metrics reporting
• team coaching
• process improvement

Tasks

-Collaborate with internal teams and external partners to align quality goals and resolve issues. -Oversee quality assurance activities for call centers, back office, and walk-in centers, including monitoring customer interactions and operational workflows. -Ensure compliance with relevant industry standards, data protection regulations, and contractual obligations. -Support operational transitions and change management initiatives as required. -Manage programs for evaluating individual and team performance, including call monitoring, written correspondence audits, and mystery shopper initiatives. -Oversee audits of payment processing and financial adjustments to validate accuracy, authorization, and documentation; coordinate with Finance to resolve discrepancies. -Conduct regular quality reviews and audits of operational workflows, service delivery, documentation, back-office functions, and violations processing to ensure compliance with policies, procedures, and service level agreements (SLAs). -Manage Quality Analysts, including workforce planning, task allocation, performance coaching, and career development. -Oversee quality checks for mail operations, transponder management, dispute resolution, and inventory integrity. -Ensure timely and accurate reporting of quality metrics, audit findings, and corrective actions to project leadership and clients. -Recommend and implement changes to improve efficiency, effectiveness, and customer satisfaction. -Develop, implement, and maintain a comprehensive quality management plan for customer service and operations. -Monitor and evaluate customer service channels (calls, emails, web chat, correspondence) for accuracy, professionalism, and compliance.

Requirements

• microsoft 365
• pci dss
• six sigma
• iso 9001
• qa/qc
• bachelor's

What You Bring

-Ability to assess and support change management activities -Experience with call center operations, mail processing, inventory management, and dispute resolution. -Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. -Ability to travel to operational sites as required. -Possess the skills and ability to learn and utilize new software products as introduced by the organization. -Minimum of twelve (12) months in a supervisor and/or manager role -Vision for reading, recording, and interpreting information -Familiarity with industry standards such as PCI DSS, NACHA, SSAE-16 Type II, and quality frameworks (e.g., Six Sigma, ISO 9001). -Frequent speech communication, hearing and listening to maintain communication -Daily use of computer and keyboard, standard office equipment and telephone -Skilled in computer systems and Microsoft 365 applications, including Excel, Word, PowerPoint, SharePoint, and Teams. -Ability to work independently and under strict deadlines -Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. -Excellent communication, leadership, and analytical skills. -Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds -Strong knowledge of customer service metrics, QA methodologies, and regulatory compliance. -Ability to maintain confidentiality and discretion properly -Proven experience managing QA/QC programs for large-scale operations, preferably in tolling, transportation, or related industries. -Frequent hand/eye coordination to operate computer keyboard and office equipment -Minimum ten 7 years of experience in quality assurance or quality control within a contact center services environment. -Must be able to lift, carry, walk, and stand -Strong customer relationship management skills -Ability to adhere to attendance requirements -Ability to access, input, and retrieve information from the computer -Strong attention to detail and organizational skills -Bachelor's degree in business, quality, or a related field (or equivalent experience).

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About Wsp

-Partners with clients to create sustainable, efficient, and resilient solutions. -Known for iconic projects like the One World Trade Center and London's Crossrail. -Provides cutting-edge services in transportation, energy, water, and commercial developments. -Blends technical expertise with deep industry knowledge to solve complex challenges globally.

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