Description
At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.
Lyft is looking to add a Quality Assessment Specialist to its growing Claims Operations team. This role is responsible for auditing the accuracy, compliance, and customer experience quality of claims intake and customer interactions — ensuring specialists meet documentation standards, follow SOPs, and deliver a consistent, empathetic experience. You'll balance independent case review with cross-functional calibration, feedback delivery, and process improvement, all in service of operational excellence and an exceptional claims experience for our users.
Responsibilities:
- Conduct structured quality reviews of claims intake calls/tickets and customer-interaction touchpoints against a defined rubric including accuracy of documentation, adherence to SOPs, compliance with privacy/regulatory requirements, tone and professionalism
- Score interactions using a weighted rubric and maintain consistent, defensible scoring standards across reviewers
- Meet a defined audit volume/coverage target per week
- Participate in regular calibration sessions with other QA reviewers, Team Leads, and Sr. Specialists to ensure scoring consistency across reviewers and teams
- Flag rubric ambiguity and propose rubric updates as workflows or tools change (e.g., new intake fields, new compliance requirements, etc)
- Deliver clear, specific, and actionable feedback to specialists and Team Leads based on QA findings
- Partner with Team Leads/Trainers to identify coaching opportunities and recurring error patterns
- Track and report QA trends (accuracy rates, common errors, compliance gaps) to leadership on a regular cadence
- Identify systemic issues (tooling, SOP gaps, training gaps) surfaced through QA data and recommend fixes
- Support special projects such as audits, data reconciliation, and new-product rollouts
Experience:
- 2+ years experience in claims processing, customer support, or a related operations role — ideally with prior QA, audit, or coaching exposure
- Prior claims/insurance or contact-center QA experience is a plus, not required
- Strong working knowledge of claims intake processes, documentation standards, and relevant compliance requirements
- Excellent listening, written, and verbal communication skills — comfortable delivering constructive feedback
- High attention to detail and consistency; comfortable making judgment calls against a rubric
- Ability to work independently while staying calibrated with a broader QA/reviewer team
- Comfortable with data tracking/reporting tools (spreadsheets, dashboards, and internal QA tooling)
Benefits:
- Great medical, dental, and vision insurance options with additional programs available when enrolled
- Mental health benefits
- Family building benefits
- Child care and pet benefits
- 401(k) plan with company match to help save for your future
- In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
- 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
- Subsidized commuter benefits
- Monthly Lyft credits and complimentary Lyft Pink membership
Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.
This role is fully remote in Nashville, candidates for this role must be based in the Nashville metro area. #Remote
The expected base pay range for this position in the Nashville area is $50,180 - $62,730, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.
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