Quality Assurance Specialist

Orlando, FL

Full Time

Delivery Support

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

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This job is located at OneRail HQ in Orlando, Florida (329819) and requires work within an office environment. Are you willing and able to work in OneRail's Orlando HQ office?*

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