QA​/QC Manager – Tolling Operations

Job Title:

QA/QC Manager – Tolling Operations

Location:

Metro Richmond, Virginia

The QA/QC Manager is responsible for leading quality assurance and quality control efforts across all aspects of customer service and operations. This role ensures compliance with contractual requirements, oversees performance against defined quality metrics, and drives continuous improvement in operational efficiency and customer experience. The QA/QC Manager supervises a dedicated quality team and works closely with cross‑functional stakeholders to maintain high standards in service delivery, process integrity, and regulatory compliance.

• Develop, implement, and maintain a comprehensive quality management plan for customer service and operations.
• Oversee quality assurance activities for call centers, back office, and walk‑in centers, including monitoring customer interactions and operational workflows.
• Recommend and implement changes to improve efficiency, effectiveness, and customer satisfaction.
• Conduct regular quality reviews and audits of operational workflows, service delivery, documentation, back‑office functions, and violations processing to ensure compliance with policies, procedures, and service level agreements (SLAs).
• Oversee audits of payment processing and financial adjustments to validate accuracy, authorization, and documentation; coordinate with Finance to resolve discrepancies.
• Monitor and evaluate customer service channels (calls, emails, web chat, correspondence) for accuracy, professionalism, and compliance.
• Manage programs for evaluating individual and team performance, including call monitoring, written correspondence audits, and mystery shopper initiatives.
• Ensure timely and accurate reporting of quality metrics, audit findings, and corrective actions to project leadership and clients.
• 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 as required.
• 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.

• Bachelor's degree in business, quality, or a related field (or equivalent experience).
• Minimum 10‑12 years of experience in quality assurance or quality control within a contact center services environment.
• Minimum 12 months in a supervisory and/or managerial role.
• Proven experience managing QA/QC programs for large‑scale operations, preferably in tolling, transportation, or related industries.
• 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 (e.g., Six Sigma, ISO 9001).
• Excellent communication, leadership, and analytical skills.
• Ability to travel to operational sites as required.
• Strong attention to detail and organizational skills.
• Ability to work independently and under strict deadlines.
• Ability to maintain confidentiality and discretion.
• Strong customer relationship management skills.
• Ability to assess and support change management activities.
• Skilled in computer systems and Microsoft 365 applications, including Excel, Word, PowerPoint, SharePoint, and Teams.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Primary physical requirements: sedentary work requiring ability to lift a maximum of 10 pounds; must be able to lift, carry, walk, and stand; vision for reading, recording, and interpreting information;…