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.
- 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.
Top Skills
What We Do
OneRail is an Orlando-based last mile delivery fulfillment solution providing shippers across all verticals with Amazon-level dependability and speed to keep their delivery promise. With a real-time connected network of 10 million drivers, OneRail finds the right vehicle for the right delivery so shippers gain low prices and greater capacity to rapidly scale their businesses. Across retail, CPG, distribution, construction, healthcare and more, OneRail offers an exceptional last mile delivery experience with an on-time delivery rate north of 98.6%, while keeping brands front and center.
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