QA/QC Manager - Tolling Operations

WSP in the US is seeking a QA/QC Manager to support its Tolling Operations Team.

The QA/QC Manager will lead quality assurance and quality control efforts across customer service and operations, ensuring compliance with contractual requirements and driving continuous improvement in operational efficiency and customer experience.

Key Responsibilities:

• Develop and implement a comprehensive quality management plan for customer service and operations.
• Oversee quality assurance activities for call centers, back office, and walk-in centers.
• Recommend and implement changes to improve efficiency, effectiveness, and customer satisfaction.
• Conduct regular quality reviews and audits of operational workflows and service delivery.
• Oversee audits of payment processing and financial adjustments.
• Monitor and evaluate customer service channels for accuracy, professionalism, and compliance.
• Manage programs for evaluating individual and team performance.
• Ensure timely and accurate reporting of quality metrics, audit findings, and corrective actions.
• Oversee quality checks for mail operations, transponder management, dispute resolution, and inventory integrity.
• Collaborate with internal teams and external partners to align quality goals and resolve issues.
• Support operational transitions and change management initiatives.
• Ensure compliance with relevant industry standards, data protection regulations, and contractual obligations.
• Manage Quality Analysts, including workforce planning, task allocation, performance coaching, and career development.

Required Qualifications:

• Bachelor's degree in business, quality, or a related field.
• Minimum 3 years of experience in quality assurance or quality control within a contact center services environment.
• Minimum of twelve months in a supervisor and/or manager role.
• Proven experience managing QA/QC programs for large-scale operations.
• Strong knowledge of customer service metrics, QA methodologies, and regulatory compliance.
• Experience with call center operations, mail processing, inventory management, and dispute resolution.
• Familiarity with industry standards such as PCI DSS, NACHA, SSAE-16 Type II, and quality frameworks.
• Excellent communication, leadership, and analytical skills.

Benefits:

• Medical, dental, vision, disability, and life insurance.
• Retirement savings.
• Paid sick leave.
• Paid vacation.
• Paid parental leave.
• Paid time off for bereavement, voting, and naturalization proceedings.

Compensation:

• Expected Salary: $85,000 - $110,000