QA / QC Manager Tolling Operations

QA / QC Manager Tolling Operations

WSP in the US is initiating a search for a QA / QC Manager Tolling Operations. This position will be based out of our Metro Richmond, Virginia office. 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.

Key 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.

Required Qualifications :

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.