Quality Assessment Claims Specialist

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

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.

Responsibilities:

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

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

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

Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

This role is fully remote in Nashville, candidates for this role must be based in the Nashville metro area. #Remote

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. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.