Role Description

Lyft is looking to add a Quality Assessment Specialist to its growing Claims Operations team. This role is responsible for auditing the accuracy, compliance, and customer experience quality of claims intake and customer interactions — ensuring specialists meet documentation standards, follow SOPs, and deliver a consistent, empathetic experience. You'll balance independent case review with cross-functional calibration, feedback delivery, and process improvement, all in service of operational excellence and an exceptional claims experience for our users.

• 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.

Qualifications

• 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.
• 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).

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.