Quality Assurance Supervisor - Tolling Operations

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.

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.

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.