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

Department: Risk Solutions