Quality Assurance Specialist
Quality Assurance Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
In this role youll play a critical part in our mission to deliver best-in-class customer experiences by monitoring performance identifying improvement opportunities and ensuring service standards are met. Youll report to the Quality Assurance & Workforce Manager and work closely with other QA team members support leadership and training teams.
OneRail has been recognized by Gartner for innovation in the Final Mile delivery space and was named an Inc. 5000 fastest-growing private company in both 2022 and 2023. We were also awarded Inc. Best Workplace 2023.Key Responsibilities
- This role is focused on quality assurance within a call center environment specifically evaluating customer interactions and service deliverynot software or product testing.
- Perform regular audits of customer interactions (voice email chat) using established QA scorecards and criteria.
- Provide constructive feedback and coaching to frontline agents in partnership with Team Leads and Managers.
- Track quality performance trends and identify recurring issues escalation patterns or training gaps.
- Collaborate in calibration sessions to align evaluation standards across QA reviewers and operations teams.
- Support continuous improvement efforts by providing actionable insights and participating in root cause analyses.
- Participate in onboarding QA reviews for new hires and assist with ramp-up feedback loops.
- Minimum of 5 years of experience in a Quality Assurance Support role preferably in logistics SaaS or tech-enabled service environments.
- Strong working knowledge of QA methodologies performance scorecards and coaching frameworks.
- Experience using QA tools and platforms; Zendesk QA/WFM experience highly preferred. Bonus: Experience with tools like ClickUp TymeShift.
- Excellent written and verbal communication skills; able to deliver feedback with clarity and empathy.
- Strong analytical and documentation skills; ability to synthesize large volumes of data into clear trends.
- Comfortable working in a fast-paced evolving environment with shifting priorities.
- Ability to work independently while collaborating across multiple teams and departments.
Team Member Benefits:
- Competitive base pay
- Health dental vision insurance with generous employer contributions
- Company-paid life short-term & long-term disability insurance
- 401(k) with 4% match and immediate vesting
- Flexible (uncapped) PTO policy for salaried employees
- Career development & continuing education support
- 11 paid holidays per year
- Fun casual office culture with collaborative workspaces
- Standing desks lounge areas game rooms
- Fully stocked kitchen snack bars cappuccino machine
- Onsite restaurant & rotating food trucks
- Convenient access to I-4 SR-528 and Floridas Turnpike
- Free on-site parking
Explore more about working at OneRail and view all opportunities at
About OneRail
OneRail headquartered in Orlando FL is the emerging leader in Final Mile delivery technology. Our OmniPoint SaaS platform uses proprietary algorithms and artificial intelligence to power efficient same-day delivery programs for major companies like Lowes Pepsi American Tire Distributors and Advance Auto Parts.
OmniPoint is the cornerstone of OneRails integrated final mile delivery solution.
- Capture. Within moments of a purchase that requires same-day delivery OmniPoint captures a shippers demand signal from their POS ERP or e-commerce system: what was ordered where it is where its going and when it needs to be there.
- Optimize. OmniPoint uses this data to specify the optimal vehicle for the orders size and weight as well as any extra services required. OmniPoint then calculates all-in shipping costs and optimizes delivery routing.
- Execute. Customers can direct deliveries to their fleet or OneRails nationwide network of 12 million couriers available 24/7/365.
- Support. Deliveries can be supported as they occur by OneRails skilled Exceptions Assist team to handle unforeseen delivery issues on the customers behalf.
- Follow Up. OmniPoint enables the consumer or receiving business to track their order delivery in real time and provide feedback through a customer-branded interface.
OneRail has been recognized by Gartner as one of the most innovative solutions in the Final Mile delivery space. We ranked in the top 100 of the Inc. 5000 list of the fastest-growing US private companies in 2022 and 2023 and received an Inc. Best Workplace award in 2023.
Regular Full-time Team Member Benefits (U.S. Team Members)
- Competitive base compensation
- Health and wellness Insurance with generous company contribution (medical dental vision)
- Company-paid life insurance short-term and long-term disability
- 4% 401K match with immediate vesting of Company match
- Continuing Education Opportunities
- Flexible/Open (Uncapped) Paid Time Off (PTO) Policy for Salaried Team Members*
- Competitive Paid Time Off (PTO) Policy for Hourly Team Members*
- Generous Company-paid Holidays
Onsite Team Member Job Perks (U.S. Team Members)
- Relaxed/casual work environment
- Standing desks
- Recreational and Video games
- Large breakroom and lounge
- Stocked kitchen and fridges
- Cappuccino machine
- Onsite restaurant and daily food trucks
- Offices conveniently located with quick access to I-4 SR-528 and Floridas Turnpike
- Ample free parking
OneRails Travel Policy for Remote Team Members (U.S. Team Members)
While OneRail allows remote work for certain posted roles noted as Remote Work Available on the Companys website a core requisite for all roles is that team members be willing and able to occasionally travel to OneRails Orlando Florida headquarters. All team members are required to participate in on-site onboarding at the onset of employment and then on an as-needed basis thereafter as a condition of their employment.
To view more details about what is like to work at OneRail or to view a full list of career opportunities please visit
Required Experience:
Manager
Employment Type
Full-Time
