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WSP in the U.S. · 2 hours ago

Quality Assurance Supervisor - Tolling Operations

Costa Mesa, CA

Full-time

Onsite

Mid Level

$32/hr - $32/hr

3+ years exp

WSP is currently seeking a Quality Assurance Supervisor to support their Tolling Operations Team in Costa Mesa, CA. This role is responsible for driving service excellence and regulatory compliance, ensuring that customer interactions and internal processes meet established quality standards.

AssociationBankingE-Commerce

H1B Sponsor Likely

Responsibilities

Develop, implement, and maintain robust quality assurance standards, policies, and performance benchmarks

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

Maintain comprehensive quality documentation and audit records for internal and external review

Reviews quality disputes and communicates decision to relevant stakeholders

Monitor and analyze quality metrics, including accuracy rates, error rates, and customer experience scores

Prepare detailed reports and dashboards for leadership, providing actionable recommendations for performance improvement

Track compliance results and corrective actions, ensuring timely resolution of issues

Provide targeted coaching and feedback to staff based on performance findings

Support the development and delivery of training programs and refresher modules

Recognize quality achievements and promote best practices across teams

Conducts mid-year and end of year performance reviews

Lead root-cause analysis for performance issues and implement corrective actions to prevent recurrence

Champion initiatives to streamline workflows, reduce error rates, and enhance customer experiences through process redesign and technology adoption

Collaborate with Operations, IT, Training, and Finance teams to refine procedures and implement best practices

Serve as a quality subject-matter expert for operations leadership, participating in audits, vendor reviews, and operational meetings

Foster a culture of continuous improvement and client satisfaction by analyzing feedback and survey results

Ensure quality initiatives align with business goals and regulatory requirements

Responsible for staffing, hiring, and onboarding new team members

Coordinates with HR to address concerns and employee grievances

Qualification

Quality assurance experienceRegulatory compliance knowledgeAnalytical abilitiesCoaching skillsProficiency with QA softwareMicrosoft OfficeBilingual SpanishBilingual VietnameseConflict resolution skills

Required

Proven experience in quality assurance, preferably in tolling, customer service, and/or regulated environments

Computer competency in Microsoft office and SharePoint

Excellent coaching, written and verbal communication, and conflict resolution skills

Strong analytical abilities and a keen eye for detail in reviewing data

Proficiency with QA software tools, call recording platforms, and reporting systems

Ability to manage multiple priorities in a dynamic operational setting while maintaining composure and professionalism

Ability to work independently while meeting schedules and project commitments

Ability to adhere to safety requirements and maintain departmental performance standards

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

Must be able to pass background

Bachelor's degree in business administration, communications, or related field (or 3 equivalent years of experience)

Preferred

Work experience in quality assurance/auditing, call center, or customer service preferred

Bilingual Spanish is a plus

Bilingual Vietnamese is a plus

Benefits

Coverage related to medical, dental, vision, disability, and life

Retirement savings

Paid sick leave

Paid vacation (or other personal time)

Paid parental leave

Paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings

Company

WSP in the U.S.

Glassdoor3.7

What if you could shape built and natural environments – and the future of those that use them? With us, you can.

Founded in 1980

Houston, Texas, USA

10001+ employees

http://www.ccrd.com

H1B Sponsorship

WSP in the U.S. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

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2022 (1)

2021 (2)