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
Required Experience:
Manager
Employment Type
Full-Time
