QA/QC Manager - Tolling Operations

About the role

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.

Responsibilities

• 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.

Requirements

• Bachelor's degree in business, quality, or a related field (or equivalent experience).
• Minimum 3 years of experience in quality assurance or quality control within a contact center services environment.
• Minimum of twelve (12) months in a supervisor and/or manager 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 properly.
• Strong customer relationship management skills.
• Ability to assess and support change management activities.
• Possess the skills and ability to learn and utilize new software products as introduced by the organization.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Skilled in computer systems and Microsoft 365 applications, including Excel, Word, PowerPoint, SharePoint, and Teams.

Benefits

WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

Pay

Expected Salary: $85,000 - $105,000.