Summary:

The QA/QC Coordinator plays a pivotal role in upholding NTTA’s commitment to service excellence by evaluating customer interactions, auditing workflows, and ensuring compliance with established standards and regulations. Reporting to the QA/QC Supervisor, the Coordinator supports continuous improvement initiatives through data analysis and the integration of AI-powered tools.

Known for attention to detail and technical proficiency, the Coordinator fosters a culture of accountability and service excellence. Acting as a key liaison between frontline operations, training, and leadership, the role promotes collaboration, innovation, and alignment across teams to drive performance and quality outcomes.

***Pay Range: $18.11-$23.83 ***

***Retention Bonus: $1000**

** Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship. **

Responsibilities:

Evaluate customer interactions across multiple communication channels (voice, email, chat, etc.) using established QA scorecards and, where applicable, AI-assisted monitoring tools.
Monitor compliance with scripts, protocols, policies, and industry or regulatory standards.
Leverage AI-enabled transcription and sentiment analysis tools to increase consistency and efficiency in evaluations.
Perform audits on documentation, data entry accuracy, and workflow adherence using both manual and AI-supported methods.
Accurately document audit results and share findings in a timely manner using reporting dashboards and digital audit platforms.
Maintain organized records of audit outcomes, coaching notes, and compliance tracking in centralized systems.
Provide clear, constructive quality feedback to frontline staff and team leads based on monitoring results.
Assist supervisors and trainers by identifying coaching opportunities and skill gaps using AI-driven trend data and evaluation insights.
Participate in calibration sessions to ensure alignment across human and AI-assisted evaluation results.
Monitor and track performance trends across service lines using traditional and AI-enhanced reporting tools.
Identify and escalate recurring quality concerns, anomalies, or risks to the QA/QC Supervisor for further analysis and action.
Support quality improvement initiatives by collecting and analyzing relevant data from AI dashboards, CRM systems, and QA platforms.
Collaborate with training and operations teams to update knowledge base content, SOPs, and workflows in response to quality trends or AI-generated insights.
Stay current on changes in products, services, technology tools, policies, and procedures to ensure evaluation accuracy and service alignment.
Contribute to the design, testing, and implementation of AI-powered QA tools and automation processes.
Ensure quality assurance practices align with internal policies, external regulations, and ethical standards.
Promote a proactive quality culture by embracing innovation and supporting digital transformation within QA/QC processes.

Qualifications:

Minimum:

6-months/1-year education or training beyond a high school diploma
1 – 3 years’ experience in customer service, call-center or quality assurance.
Strong attention to detail and analytical skills
Effective written and verbal communication skills
Proficient in Microsoft Office Suite (Excel, Word, Outlook)
Valid driver’s license

Preferred:

Associate’s degree or equivalent work experience
2+ years of Quality Monitoring experience

About NTTA: NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us.

Our mission: We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.

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QA QC Coordinator