Quality Assurance Supervisor

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.

JOB SUMMARY

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.

DUTIES AND RESPONSIBILITIES include some or all of the following. Supervisor may assign other duties as needed.

Quality Management & Compliance

• 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.

Coaching & Development

• 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.

Process Improvement & Innovation

• 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.

Leadership & Collaboration

• 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.

QUALIFICATIONS

• 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.

PHYSICAL DEMANDS

• 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 ability to lift a maximum of 10 pounds.
• Must be able to lift, carry, walk, and stand.
• Vision for reading, recording, and interpreting information.
• Frequent speech communication, hearing and listening to maintain communication.
• Daily use of computer and keyboard, standard office equipment, and telephone
• Ability to access, input, and retrieve information from the computer.
• Frequent hand/eye coordination to operate computer keyboard and office equipment.

SUPERVISORY RESPONSIBILITIES

• This position is responsible for the overall direction, coordination, and evaluation of quality personnel teams including subcontractors for the project. Fulfills supervisory responsibilities in accordance with the organization's policies and applicable laws.

EDUCATION AND/OR EXPERIENCE

• Bachelor's degree in business administration, communications, or related field (or 3 equivalent years of experience).
• Work experience in quality assurance/auditing, call center, or customer service preferred.
• Bilingual Spanish is a plus.
• Bilingual Vietnamese is a plus.

WSP 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.

Compensation:

Expected Pay: $32/hr

WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this, based on the successful applicant's education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, and/or federal law.

About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.

WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee's career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.

The selected candidate must be authorized to work in the United States.

NOTICE TO THIRD PARTY AGENCIES:

WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.