Hiring: Quality Assessment Claims Specialist Company: Lyft Location: Nashville, TN Job Posted Time: 2026-09-12 11:43:55 About the job 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 Required Skills: •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 Compensation: •Great medical, dental, and vision insurance options with additional programs available when enrolled Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!