WSP

Ensure tolling operations meet quality standards, regulatory requirements, and continuous improvement goals through audits, coaching, and process enhancements. | Proven experience in quality assurance, preferably in tolling or regulated environments, with strong analytical, communication, and leadership skills. | WSP is currently initiating a search for a Quality Assurance Supervisor to support our Tolling Operations Team! This is an in person role and will sit in our Costa Mesa, CA office. JOB SUMMARY This role is responsible for driving service excellence, regulatory compliance, and continuous improvement across tolling operations. Ensures that all customer interactions, transactions, and internal processes meet or exceed established quality standards, regulatory requirements, and organizational goals. QAS leads quality initiatives by collaborating with cross-functional teams, coaching staff, and leveraging data-driven insights to enhance operational performance and customer satisfaction. This role reports directly to the Quality Assurance/Training manager and requires interaction with Project Manager, operational management staff, clients, vendors, and customers. DUTIES AND RESPONSIBILITIES include some or all of the following. Supervisor may assign other duties as needed. Quality Management & Compliance Develop, implement, and maintain robust quality assurance standards, policies, and performance benchmarks. Ensure strict compliance with tolling regulations, payment card industry standards, and data protection laws. Conduct regular audits of transactions, customer interactions, and system activities to verify accuracy and adherence to protocols. Maintain comprehensive quality documentation and audit records for internal and external review. Reviews quality disputes and communicates decision to relevant stakeholders. Performance Monitoring & Reporting Monitor and analyze quality metrics, including accuracy rates, error rates, and customer experience scores. Prepare detailed reports and dashboards for leadership, providing actionable recommendations for performance improvement. Track compliance results and corrective actions, ensuring timely resolution of issues. Coaching & Development Provide targeted coaching and feedback to staff based on performance findings. Support the development and delivery of training programs and refresher modules. Recognize quality achievements and promote best practices across teams. Conducts mid-year and end of year performance reviews. Process Improvement & Innovation Lead root-cause analysis for performance issues and implement corrective actions to prevent recurrence. Champion initiatives to streamline workflows, reduce error rates, and enhance customer experiences through process redesign and technology adoption. Collaborate with Operations, IT, Training, and Finance teams to refine procedures and implement best practices. Leadership & Collaboration Serve as a quality subject-matter expert for operations leadership, participating in audits, vendor reviews, and operational meetings. Foster a culture of continuous improvement and client satisfaction by analyzing feedback and survey results. Ensure quality initiatives align with business goals and regulatory requirements. Responsible for staffing, hiring, and onboarding new team members. Coordinates with HR to address concerns and employee grievances. QUALIFICATIONS Proven experience in quality assurance, preferably in tolling, customer service, and/or regulated environments. Computer competency in Microsoft office and SharePoint Excellent coaching, written and verbal communication, and conflict resolution skills. Strong analytical abilities and a keen eye for detail in reviewing data. Proficiency with QA software tools, call recording platforms, and reporting systems. Ability to manage multiple priorities in a dynamic operational setting while maintaining composure and professionalism. Ability to work independently while meeting schedules and project commitments. Ability to adhere to safety requirements and maintain departmental performance standards. Ability to work flexible hours from 8:00 a.m. to 6:00 p.m. Monday – Friday onsite, as needed to support the needs of the business. Must be able to pass background. PHYSICAL DEMANDS Ability to perform the essential job functions consistent safely and successfully with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards. Ability to adhere to attendance requirements. Primarily sedentary physical work requires ability to lift a maximum of 10 pounds. Must be able to lift, carry, walk, and stand. Vision for reading, recording, and interpreting information. Frequent speech communication, hearing and listening to maintain communication. Daily use of computer and keyboard, standard office equipment, and telephone Ability to access, input, and retrieve information from the computer. Frequent hand/eye coordination to operate computer keyboard and office equipment. SUPERVISORY RESPONSIBILITIES This position is responsible for the overall direction, coordination, and evaluation of quality personnel teams including subcontractors for the project. Fulfills supervisory responsibilities in accordance with the organization’s policies and applicable laws. EDUCATION AND/OR EXPERIENCE Bachelor’s degree in business administration, communications, or related field (or 3 equivalent years of experience). Work experience in quality assurance/auditing, call center, or customer service preferred. Bilingual Spanish is a plus. Bilingual Vietnamese is a plus. WSP Benefits: WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings. Compensation: Expected Pay: $32/hr WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this, based on the successful applicant’s education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law. #LI-MC1

Lead and develop the energy advisory practice, drive growth, oversee project delivery, and foster client relationships. | Requires 15+ years in the energy industry with management consulting or advisory experience, deep technical expertise in energy systems, utility operations, and regulatory strategy. | Opportunity Lead WSP’s U.S. Advisory & Planning Business Line’s Energy Advisory Practice as the Managing Director, shaping transformative strategies that strengthen WSP’s position as a recognized leader in sustainable, resilient, and future-ready energy solutions. In this highly visible leadership role, you will define the national vision for the practice, advance regional and multi-sector priorities, expand market presence, and deliver innovative strategies that address the rapidly evolving energy landscape. Your leadership will directly influence growth performance, strengthen key client relationships, and elevate Energy Advisory services across major infrastructure programs. You will be accountable for driving strategic partnerships, fostering technical excellence, ensuring operational performance, and delivering long-term business success. You will oversee the delivery of high-quality consulting services, lead strategic initiatives, ensure exceptional client satisfaction, and achieve key performance targets for the Profit & Loss (P&L) unit. Your Impact Strategic Leadership & Market Growth Drive the long-term strategy, growth trajectory, and pipeline development of the Energy Advisory practice, leading opportunities across the entire energy landscape, while supporting key energy related initiatives across the transportation and infrastructure, property and buildings, water, environment, and federal sectors. Key Responsibilities Leadership & Team Management • Lead, inspire, and manage a diverse team of technical and strategic consultants and subject matter experts. • Foster a collaborative, innovative, and inclusive culture centered on growth, technical excellence, strategic advisory services and accountability across business lines and global regions. • Provide coaching, mentorship, and professional development opportunities to build future leaders. Client Engagement & Business Development • Serve as a trusted advisor to clients, demonstrating strong strategic acumen and a seller/doer mindset. • Build, cultivate, and expand relationships with utilities, agencies, regulators, developers, and stakeholders across the power and energy ecosystem. Focus on elevating these relationships to executives who are defining strategy for these organizations. • Lead pursuit strategies, capture planning, and proposal development that reinforce WSP’s competitive positioning. Project & Technical Oversight • Oversee delivery of complex advisory consultant engagements across electrification, renewable energy integration, grid modernization, major projects/ programs in transmission, asset management, regulatory strategy, and decarbonization. • Ensure project execution meets WSP’s quality standards, adheres to best practices, manages risks, and exceeds client expectations. • Monitor project milestones, proactively address challenges, and champion continuous improvement. Strategic Planning & Innovation • Develop and execute strategic plans that align with business line goals, regulatory trends, and market conditions. • Identify emerging markets, service lines, and opportunities that expand the Energy Advisory practice. • Foster innovation by advancing creative, data-driven, and future-ready solutions to complex client challenges. P&L, Operations & Governance • Manage the practice’s full P&L, including budgeting, forecasting, staffing, utilization, and financial reporting to ensure profitability and long-term sustainability. • Serve as WSP’s Energy Advisory representative to federal, state, and local agencies, utilities, clients, subcontractors, industry organizations, and community partners. Technical Expertise and Industry Knowledge The Managing Director must bring deep technical expertise and broad industry fluency across the U.S. energy ecosystem, with the ability to translate complex market and regulatory dynamics into actionable, strategic solutions for clients. A strong command of the full energy value chain—and how energy systems intersect with major infrastructure sectors—is essential. Power System Planning & Grid Modernization • Expertise in system planning, grid modernization strategies, and reliability/resilience analysis. • Knowledge of interconnection processes, load forecasting, system modeling, and emerging grid technologies. • Understanding of distributed energy resources (DERs), microgrids, advanced metering, and digital grid capabilities. Renewable Energy & Clean Energy Integration • Experience evaluating and delivering renewable energy solutions including solar, wind, battery storage, and hybrid resource portfolios. • Familiarity with siting, permitting, interconnection, and wholesale market rules influencing renewable deployment. • Ability to support decarbonization strategies, electrification programs, and net-zero planning. Utility Operations, Asset Management & Regulatory Strategy • Strong understanding of utility operations, asset lifecycle management, capital planning, and O&M optimization. • Knowledge of state and federal regulatory frameworks, rate cases, cost recovery mechanisms, and performance-based regulation. • Experience guiding utilities and agencies through regulatory filings, compliance strategies, and risk mitigation. Energy Markets, Economics & Policy • Ability to assess economic drivers behind power supply planning, capacity markets, and long-term contracting. • Understanding of federal energy policy (DOE, FERC, EPA) and state mandates shaping the U.S. energy transition. Emerging Technologies & Future-Ready Solutions • Awareness of advanced and emerging technologies such as hydrogen, long-duration energy storage, carbon capture, vehicle-grid integration, and AI-enabled grid software. • Knowledge of commercialization pathways, pilot programs, and technology readiness evaluations. • Ability to support clients in evaluating feasibility and deploying innovative energy solutions. Infrastructure & Cross-Sector Integration • Understanding of how energy systems intersect with transportation electrification, sustainable buildings, water systems, environmental priorities, and federal infrastructure programs. • Ability to guide clients through integrated, cross-sector planning and investment strategies. Required Qualifications • Bachelor’s degree in business, engineering, or a related field. • 15+ years of experience in the energy industry, including management consulting or advisory roles. • Experience in utility management or utility asset management. • Advanced expertise in energy project development and implementation with a seller/doer mindset (electrification, renewable integration, asset management, regulatory compliance, and decarbonization strongly preferred). • Strong understanding of renewable energy, generation, transmission development, and utility operations as they relate to power system services. • Exceptional leadership, communication, and interpersonal skills with the ability to influence across levels and functions. • Strategic thinker with strong analytical capabilities, sound judgment, and the ability to prioritize in a fast-paced environment. • Proven ability to foster collaboration across teams, senior management, clients, and partners, including those without direct reporting relationships. • Demonstrated commitment to workplace safety and adherence to WSP’s health, safety, and anti-harassment policies. • Ability to travel as needed. Preferred Qualifications • Master’s degree or Ph.D. in engineering, energy systems, business, policy, or related fields. WSP Benefits: WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings. Compensation: Expected Salary (all locations): $250,00-$350,000 WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law. Expected Salary (Colorado only): $250,000-$330,000 WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this position within the state of Colorado, based on the successful applicant’s education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law. About WSP WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper. www.wsp.com WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career. At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started? WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status. The selected candidate must be authorized to work in the United States. NOTICE TO THIRD PARTY AGENCIES: WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.