North Texas Tollway Authority · 1 month ago
QA QC Coordinator
Plano, TX
Full-time
Onsite
Entry Level
$18.11/hr - $23.83/hr
1+ years expNorth Texas Tollway Authority is committed to service excellence and is seeking a QA/QC Coordinator to evaluate customer interactions and ensure compliance with standards. The role involves auditing workflows, supporting continuous improvement initiatives, and fostering collaboration across teams to enhance performance and quality outcomes.
Transportation
No H1B
Responsibilities
Evaluate customer interactions across multiple communication channels (voice, email, chat, etc.) using established QA scorecards and, where applicable, AI-assisted monitoring tools
Monitor compliance with scripts, protocols, policies, and industry or regulatory standards
Leverage AI-enabled transcription and sentiment analysis tools to increase consistency and efficiency in evaluations
Perform audits on documentation, data entry accuracy, and workflow adherence using both manual and AI-supported methods
Accurately document audit results and share findings in a timely manner using reporting dashboards and digital audit platforms
Maintain organized records of audit outcomes, coaching notes, and compliance tracking in centralized systems
Provide clear, constructive quality feedback to frontline staff and team leads based on monitoring results
Assist supervisors and trainers by identifying coaching opportunities and skill gaps using AI-driven trend data and evaluation insights
Participate in calibration sessions to ensure alignment across human and AI-assisted evaluation results
Monitor and track performance trends across service lines using traditional and AI-enhanced reporting tools
Identify and escalate recurring quality concerns, anomalies, or risks to the QA/QC Supervisor for further analysis and action
Support quality improvement initiatives by collecting and analyzing relevant data from AI dashboards, CRM systems, and QA platforms
Collaborate with training and operations teams to update knowledge base content, SOPs, and workflows in response to quality trends or AI-generated insights
Stay current on changes in products, services, technology tools, policies, and procedures to ensure evaluation accuracy and service alignment
Contribute to the design, testing, and implementation of AI-powered QA tools and automation processes
Ensure quality assurance practices align with internal policies, external regulations, and ethical standards
Promote a proactive quality culture by embracing innovation and supporting digital transformation within QA/QC processes
Qualification
Required
6-months/1-year education or training beyond a high school diploma
1 – 3 years' experience in customer service, call-center or quality assurance
Strong attention to detail and analytical skills
Effective written and verbal communication skills
Proficient in Microsoft Office Suite (Excel, Word, Outlook)
Valid driver's license
Preferred
Associate's degree or equivalent work experience
2+ years of Quality Monitoring experience
Benefits
Retention Bonus: $1000
Company
North Texas Tollway Authority
North Texas Tollway Authority is to provide a safe and reliable toll road system, increase value and mobility options for customers.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Brittany Kellett
Regional Toll Partner - Supervisor
Eric Landaverde
Talent Aquisition Partner
Company data provided by crunchbase