Quality Assurance Supervisor - Tolling Operations

WSP is currently initiating a search for a Quality Assurance Supervisor to support our Tolling Operations Team!

This is an in person role and will sit in our Costa Mesa, CA office.

This role is responsible for driving service excellence, regulatory compliance, and continuous improvement across tolling operations. Ensures that all customer interactions, transactions, and internal processes meet or exceed established quality standards, regulatory requirements, and organizational goals. QAS leads quality initiatives by collaborating with cross-functional teams, coaching staff, and leveraging data-driven insights to enhance operational performance and customer satisfaction. This role reports directly to the Quality Assurance/Training manager and requires interaction with Project Manager, operational management staff, clients, vendors, and customers.

• 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.
• Performance Monitoring & Reporting
• 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.

• Proven experience in quality assurance, preferably in tolling, customer service, and/or regulated environments.
• Computer competency in Microsoft office and Share Point
• 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.

• Ability to perform the essential job functions consistent safely and successfully with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to adhere to attendance requirements.
• Primarily sedentary physical work requires…