WSP · 1 month ago
Quality Assurance Supervisor - Tolling Operations
1535 Scenic Avenue, Costa Mesa, CA, 92626, US
Full-time
Onsite
Mid Level
$32/hr - $32/hr
3+ years expWSP is currently initiating a search for a Quality Assurance Supervisor to support their Tolling Operations Team. This role is responsible for driving service excellence, regulatory compliance, and continuous improvement across tolling operations, ensuring that all customer interactions and internal processes meet quality standards and organizational goals.
Information Technology & Services
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
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
We are one of the world’s leading professional services firms, uniting our engineering, advisory and science-based expertise to shape communities to advance humanity.
Founded in 2011New York, New York, USA
10001+ employees
H1B Sponsorship
WSP 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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Trends of Total Sponsorships
2025 (263)
2024 (207)
2023 (152)
2022 (185)
2021 (119)
2020 (130)
Funding
Current Stage
Late StageTotal Funding
$40.25MKey Investors
OneWest Bank
2013-09-02Corporate Round· $40.25M
Leadership Team
Michael Winterbottom
Vice President, RUC Operations & Analytics
Christopher Uckotter
CE1, SPECIALIST, INSPECTOR II
Recent News
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