QA QC Coordinator

NORTH TEXAS TOLLWAY AUTHORITY

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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NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.