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[Remote] Quality Assessment Claims Specialist
Note: The job is a remote job and is open to candidates in USA. Lyft is a transportation and mobility company seeking a Quality Assessment Claims Specialist for its Claims Operations team. The role audits claims intake and customer interactions for accuracy, compliance, documentation quality, and customer experience, while providing feedback, tracking trends, supporting calibration, and recommending process improvements.
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
Skills
- 2+ years experience in claims processing, customer support, or a related operations role
- 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)
- This role is fully remote in Nashville, candidates for this role must be based in the Nashville metro area
- Prior claims/insurance or contact-center QA experience is a plus, not required
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
- This role is fully remote in Nashville, candidates for this role must be based in the Nashville metro area.
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