QA/QC Manager - Tolling Operations

WSP
Richmond, Virginia
Workplace: OnsiteFull timeUSD 85,000 - 105,000 annuallyFunction: QA, Test & Release EngineeringEducation: bachelorsSkills: ["Communication","Leadership","Analytical skills","Organizational skills","Customer relationship management"]

Lead quality assurance and quality control for tolling operations across customer service and back-office workflows. Develop and maintain a comprehensive quality management plan, run audits and reviews for compliance with contractual requirements and SLAs, and drive continuous improvements to efficiency, accuracy, and customer experience. Supervise a dedicated quality team, monitor multi-channel service performance, and coordinate with Finance to resolve payment processing discrepancies while reporting metrics and corrective actions.

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FursaFursa
WSP
WSP
5 days ago

QA/QC Manager - Tolling Operations

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Last checked: 2 minutes agoStatus: Live

Job Summary

Lead quality assurance and quality control for tolling operations across customer service and back-office workflows. Develop and maintain a comprehensive quality management plan, run audits and reviews for compliance with contractual requirements and SLAs, and drive continuous improvements to efficiency, accuracy, and customer experience. Supervise a dedicated quality team, monitor multi-channel service performance, and coordinate with Finance to resolve payment processing discrepancies while reporting metrics and corrective actions.
Location: Richmond, Virginia
Workplace: Onsite
Employment Type: Full time
Job Function: QA, Test & Release Engineering
Seniority: Manager level

Key Responsibilities

  • •Develop, implement, and maintain a comprehensive quality management plan for customer service and operations.
  • •Oversee quality assurance for call centers, back office, and walk-in centers, including monitoring interactions and workflows.
  • •Conduct quality reviews and audits of operational workflows, documentation, back-office functions, and violations processing to ensure compliance and SLA adherence.
  • •Oversee audits of payment processing and financial adjustments; coordinate with Finance to resolve discrepancies.
  • •Manage Quality Analysts, including workforce planning, task allocation, performance coaching, and career development; report quality metrics and corrective actions.

Pay and Benefits

Salary: USD 85,000 - 105,000 annually
Perks:Health InsuranceDentalVisionDisabilityLife InsuranceRetirement SavingsPaid LeaveParental Leave

Key Requirements

  • •Bachelor’s degree in business, quality, or a related field (or equivalent experience).
  • •Minimum 3 years of QA/QC experience in a contact center services environment.
  • •At least 12 months in a supervisor and/or manager role.
  • •Proven experience managing QA/QC programs for large-scale operations in tolling/transportation or related industries.
  • •Strong knowledge of customer service metrics, QA methodologies, and regulatory compliance.
Experience:Contact center operationsTollingTransportation
Education:Bachelor's
Skills:CommunicationLeadershipAnalytical skillsOrganizational skillsCustomer relationship management
Certifications:PCI DSSNACHASSAE-16 Type IISix SigmaISO 9001
Tech Stack:Microsoft 365ExcelWordPowerPointSharePointTeams

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

WSP
Global professional services firm providing engineering, consulting, and technical services across infrastructure, environment, buildings, transportation, and energy sectors for public- and private-sector clients worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Montreal, Canada
Founded: 1959
WebsiteLinkedIn