Quality Assurance Specialist

Orlando, FL

Full Time

Mid Level

OneRail is a leading last-mile delivery orchestration platform, transforming final mile logistics from dispatch to doorstep. We're looking for an experienced Quality Assurance Specialist to help uphold and improve service quality across our Customer Support and Delivery Support teams.
In this role, you’ll 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. You’ll 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 delivery—not 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.

Requirements

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.

Why Join OneRail?
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

Onsite Perks:

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 Florida’s Turnpike
Free on-site parking

Ready to join a fast-growing team shaping the future of logistics?
Explore more about working at OneRail and view all opportunities at www.onerail.com/careers

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 Lowe’s, Pepsi, American Tire Distributors, and Advance Auto Parts.

OmniPoint is the cornerstone of OneRail’s integrated final mile delivery solution.

Capture. Within moments of a purchase that requires same-day delivery, OmniPoint captures a shipper’s “demand signal” from their POS, ERP, or e-commerce system: what was ordered, where it is, where it’s going, and when it needs to be there.
Optimize. OmniPoint uses this data to specify the optimal vehicle for the order’s 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 OneRail’s nationwide network of 12 million couriers available 24/7/365.
Support. Deliveries can be supported as they occur by OneRail’s skilled Exceptions Assist team to handle unforeseen delivery issues on the customer’s 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 Florida's Turnpike
Ample free parking

OneRail's 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 Company's website, a core requisite for all roles is that team members be willing and able to occasionally travel to OneRail's 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 https://www.onerail.com/careers/

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This position is currently only open to applicants currently employed by OneRail. Outside applicants will not be considered. Are you a current OneRail Team Member? (Please note that if you do not meet the qualifications to be eligible for consideration for this role, your application will be automatically rejected)*

Current Team Members who apply to this role must be employed in their current role for at least six months to be eligible for consideration. Additionally, team members currently on a Performance Improvement Plan (PIP) are not eligible for consideration until after they have satisfactorily completed their PIP. Please confirm that you have been employed in your current role for at least six months AND are you are not currently on a PIP by selecting the appropriate response below. (Please note that if you do not meet the qualifications to be eligible for consideration for this role, your application will be automatically rejected)*

This Lead role must be willing and able to work regular 8-hour shifts between the hours of 7:00 AM and 8:00 PM EST, including some weekends (on rotation). Are you willing and able to work these hours?*

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Briefly explain your previous call center, customer service, and/or logistics experience.*

This job is located in Orlando, Florida at OneRail HQ (ZIP 32819). Are you willing and able to work onsite in our Orlando office?*

At this time OneRail is NOT considering candidates for this role who are not currently authorized to work in the US without additional VISA sponsorship. If offered a role with OneRail would your employment require such sponsorship?*

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