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Quality Assurance and Workforce Manager

extra holidays

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

Florida (USA), United States

Offer summary

Qualifications:

5+ years of experience in Quality Assurance, Workforce Management, or Customer Service Leadership, Expertise in using Zendesk tools for resource management, Proficiency in data analysis, reporting tools a plus, Strong communication skills engaged with executive stakeholders.

Key responsabilities:

Design and manage quality assurance programs
Conduct audits of customer interactions and workforce performance

OneRail SME https://www.onerail.com/

51 - 200 Employees

See all jobs

Job description

OneRail provides comprehensive last-mile delivery solutions, streamlining the process from dispatch to doorstep. We are seeking a Quality Assurance and Workforce Manager to drive service excellence and operational efficiency across our customer support operations. This role is focused on improving customer service quality, optimizing workforce management processes, and ensuring alignment with company goals.
The ideal candidate will have expertise in workforce management tools (such as Zendesk), quality assurance practices, and customer service optimization, making a measurable impact on service delivery and operational outcomes.
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.

Responsibilities

Design, implement, and manage quality assurance programs to ensure adherence to service standards.
Conduct regular audits of customer interactions and workforce performance to identify areas for improvement.
Facilitate calibration sessions across teams to ensure alignment on quality expectations and consistency.
Leverage Zendesk Workforce Management tools to forecast demand, optimize schedules, and ensure efficient resource allocation.
Monitor customer feedback, including CSAT and NPS scores, and implement strategies for improvement based on trends.
Create and maintain workforce management dashboards to track and report on key performance metrics.
Collaborate with internal teams to create and refine SOPs, training materials, and knowledge bases.
Proactively analyze service trends and provide actionable recommendations to optimize workflows and improve customer experiences.
Serve as a point of escalation for complex service issues, ensuring swift resolution in alignment with SLAs.
Generate and present detailed reports on quality assurance, workforce performance, and customer service metrics.
Partner with internal leadership to develop and execute strategies for achieving service excellence and operational efficiency.

Requirements

5+ years of experience in Quality Assurance, Workforce Management, or Customer Service Leadership, preferably in logistics or technology industries.
Expertise in using Zendesk Workforce Management tools to forecast, schedule, and manage resources.
Proficiency in data analysis and reporting, with familiarity in tools like Power BI and ClickUp being a plus.
Demonstrated ability to enhance customer service processes and ensure consistent delivery of positive experiences.
Strong communication and presentation skills, with experience engaging with senior and executive-level stakeholders.
Proven ability to lead, mentor, and manage teams to achieve high performance.
High attention to detail, excellent organizational skills, and the ability to prioritize effectively in a dynamic environment.
Understanding of customer feedback metrics such as CSAT and NPS, with experience in driving related improvement initiatives.
Experience in logistics or transportation industries is a bonus.
Ability to work in a fast-paced, evolving environment with flexibility to adapt to changing priorities.
Proficiency with MS Office Suite, with experience in tools like ClickUp, Power BI, and Miro being a plus.

This position is fully in-office in Orlando, Florida.

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

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

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

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/