# Quality Assessment Claims Specialist

**Company:** [Lyft](https://hotfix.jobs/companies/lyft)
**Location:** Remote
**Role:** QA Engineering
**Salary:** $50k – $63k/yr
**Experience:** 2+ years
**Skills:** Claims Processing, Claims Intake, Customer Support, Quality Assurance, Quality Auditing, Sop Compliance, Regulatory Compliance, Privacy Compliance, Customer Experience, Data Reporting, Spreadsheets, Dashboards, Coaching, Documentation Standards
**Posted:** 2026-08-20

> Reviews claims intake and customer interactions for accuracy, compliance, documentation quality, and customer experience. The role requires at least two years in claims, customer support, or related operations, plus strong communication, analytical, and feedback skills.

## Job Description

## Responsibilities
- Conduct structured quality reviews of claims intake calls, tickets, and customer interactions against a defined rubric.
- Evaluate documentation accuracy, SOP adherence, privacy and regulatory compliance, tone, and professionalism.
- Score interactions using a weighted rubric and maintain consistent standards across reviewers.
- Meet weekly audit volume and coverage targets.
- Participate in calibration sessions with QA reviewers, Team Leads, and Senior Specialists.
- Identify rubric ambiguities and propose updates as workflows and tools change.
- Deliver clear, actionable feedback to specialists and Team Leads.
- Partner with Team Leads and Trainers to identify coaching opportunities and recurring errors.
- Track and report QA trends, including accuracy rates, common errors, and compliance gaps.
- Identify tooling, SOP, and training gaps and recommend improvements.
- Support audits, data reconciliation, and new-product rollouts.

## Requirements
- 2+ years of experience in claims processing, customer support, or a related operations role.
- Strong knowledge of claims intake processes, documentation standards, and relevant compliance requirements.
- Excellent listening, written, and verbal communication skills.
- Ability to deliver constructive feedback.
- Strong attention to detail and consistency, with the ability to make judgment calls against a rubric.
- Ability to work independently while staying calibrated with a broader QA team.
- Comfort using spreadsheets, dashboards, and internal QA tooling for data tracking and reporting.

## Nice-to-haves
- Claims, insurance, or contact-center QA experience.
- Prior audit or coaching experience.

## Compensation and Benefits
- Nashville-area base pay range: **$50,180–$62,730**, excluding potential equity, bonus, and benefits.
- Medical, dental, and vision insurance options.
- Mental health benefits.
- Family-building, child-care, and pet benefits.
- 401(k) plan with company match.
- Paid holidays and paid time off.
- 18 weeks of paid parental leave.
- Subsidized commuter benefits.
- Monthly Lyft credits and complimentary Lyft Pink membership.

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