Remote Claims QA & Compliance Specialist

Lyft; Nashville (TN); On-site; USD 50,000 - 63,000; Full time

Benefits offered by this job

Great health benefits

Mental health support

Family building benefits

Child care and pet benefits

401(k) with company match

Paid time off (PT0)

Parental leave (12-18 weeks)

Commuter benefits

Lyft credits

Lyft Pink membership

Job summary

Lyft is seeking a Quality Assessment Specialist to audit the accuracy and customer experience quality of claims intake and interactions. You will balance independent case review with calibration and coaching to drive operational excellence.

Based in a Nashville-area setup with fully remote work, you will help ensure documentation standards and privacy compliance while delivering a compassionate user experience across the claims teams.

Qualifications

• 2+ years experience in claims processing, customer support, or a related operations role with QA/audit exposure.
• Excellent listening, written, and verbal communication skills.
• High attention to detail and ability to judge against a rubric.
• Comfortable with data tracking/reporting tools (spreadsheets, dashboards, QA tooling).

Responsibilities

• Conduct structured quality reviews of claims intake calls/tickets and interactions against a rubric.
• Score interactions using a weighted rubric and maintain consistent scoring standards.
• Meet defined audit volume/coverage targets per week.
• Participate in calibration sessions to ensure scoring consistency.
• Flag rubric ambiguity and propose rubric updates as workflows change.
• Deliver clear, specific, actionable feedback to specialists and leads.
• Partner with leads/trainers to identify coaching opportunities.
• Track and report QA trends to leadership on a regular cadence.
• Identify systemic issues and recommend fixes.
• Support audits, data reconciliation, and new-product rollouts.

Skills

QA experience

Communication skills

Attention to detail

Data tracking

Tools

Spreadsheets

Dashboards

QA tooling

Job description

Lyft is seeking a Quality Assessment Specialist to audit the accuracy and customer experience quality of claims intake and interactions. You will balance independent case review with calibration and coaching to drive operational excellence.

Based in a Nashville-area setup with fully remote work, you will help ensure documentation standards and privacy compliance while delivering a compassionate user experience across the claims teams.