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
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