The opportunity
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.
What you'll do
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
What they're looking for
- 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
