Quality Assessment Claims Specialist

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.

• Conduct structured quality reviews of claims intake calls/tickets and customer-interaction touchpoints against a defined rubric.
• Score interactions using a weighted rubric and maintain consistent, defensible scoring standards.
• Meet a defined audit volume/coverage target per week.
• Participate in calibration sessions with other QA reviewers, Team Leads, and Sr. Specialists.
• Flag rubric ambiguity and propose updates as workflows or tools change.
• Deliver clear, specific, and actionable feedback to specialists and Team Leads.
• Partner with Team Leads/Trainers to identify coaching opportunities and recurring error patterns.
• Track and report QA trends to leadership.
• Identify systemic issues surfaced through QA data and recommend fixes.
• Support special projects such as audits, data reconciliation, and new-product rollouts.

• 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.
• Strong working knowledge of claims intake processes, documentation standards, and compliance requirements.
• Excellent listening, written, and verbal communication skills.
• 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).

The expected base pay range for this position in the Nashville area is $50,180 - $62,730, not inclusive of potential equity offering, bonus or benefits. Benefits include medical, dental, and vision insurance, mental health benefits, family building benefits, child care and pet benefits, 401(k) plan with company match, 12 observed holidays, discretionary paid time off for salaried team members, 18 weeks of paid parental leave, subsidized commuter benefits, and monthly Lyft credits.

Apply via the provided link.