# QA/QC Manager - Tolling Operations

**Company**: WSP
**Location**: Richmond, VA
**Experience**: senior
**Job type**: full-time
**Salary**: $85,000 - $110,000
**Category**: Operations
**Industry**: Consulting

**Apply**: https://emit.fa.ca3.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_2001/job/99164?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/qa-qc-manager-tolling-operations-f9ad5d56-e62/

## Description

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

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## Skills

### Required
- quality assurance
- quality control
- customer service
- call center operations
- mail processing
- inventory management
- dispute resolution
- regulatory compliance
- PCI DSS
- NACHA
- SSAE-16 Type II
- Six Sigma
- ISO 9001
- Microsoft 365
- Excel
- Word
- PowerPoint
- SharePoint
- Teams

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Source: [Apply at emit.fa.ca3.oraclecloud.com](https://emit.fa.ca3.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_2001/job/99164?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)