Customer Service Quality Assurance Specialist
Top Benefits
About the role
About Us:
Freightcom utilizes strong relationships with LTL carriers and national Couriers to develop pricing programs that help businesses cut costs on shipping. Our online platform provides the ultimate shipping solutions for businesses to get rates and book freight instantly without having to contact numerous carriers. Our objective was to provide a “one-stop-shop” website that allows our customers to quote, ship, and track all in one platform.
In terms of company culture, we like to think we put the ‘team’ in teamwork. The first thing you’ll notice when you work at Freightcom is the comfortable size and agility of the group. We work closely with each other across every department, which allows us to perform at the highest level. We continue to collaborate, communicate and connect; what this amounts to is a greater dedication towards serving, growing and innovating alongside our clients. Working at Freightcom is a daily adventure and has some unique benefits and advantages. Freightcom makes its employees a priority by providing a creative and energetic workplace and all the resources you need to be successful. Come and be a part of this thriving company and let’s go on this adventure together.
Like what you see? We would love to have you apart of our team!
Position Summary
We are seeking a detail-oriented and proactive Customer Service Quality Assurance (QA) Specialist to elevate our customer support experience. This individual will be responsible for reviewing customer interactions - including emails, calls, and live chats - to ensure alignment with our company’s tone, policies, and service standards. This role plays a critical part in driving operational excellence by identifying coaching opportunities, supporting frontline staff through training and development, and helping ensure our team meets and exceeds KPIs.
Key Responsibilities:
Quality Monitoring & Evaluation
- Audit and score customer interactions across all channels (voice, email, chat) for adherence to quality standards, compliance, professionalism, and accuracy.
- Create and maintain QA scorecards and evaluation forms based on evolving business needs.
Training & Coaching
- Lead onboarding training and ongoing refresher programs to align team members with best practices and new product knowledge.
- Deliver individualized coaching sessions and team workshops based on QA findings and customer feedback.
KPI Tracking & Reporting
- Analyze customer service metrics such as first response time, resolution time, CSAT, and QA scores to identify performance gaps.
- Prepare regular reports with actionable insights for team leads and leadership.
Feedback & Continuous Improvement
- Collaborate with Customer Service leadership to provide feedback loops that enhance internal processes and support scripts.
- Identify trends or recurring issues and recommend solutions for improved workflows, knowledge base content, and customer handling procedures.
Cross-functional Collaboration
- Work closely with product, sales, operations, and development teams to share customer insights that inform product improvements and customer communications.
- Participate in new feature rollouts to ensure support staff are equipped with the right information and tools.
Compliance & Risk Management
- Ensure all customer interactions meet internal compliance guidelines and any regulatory or data privacy standards.
- Document and escalate any risk-related concerns discovered during QA reviews.
Qualifications:
- 3+ years of experience in customer service, quality assurance, or support team training—preferably in a high-volume or SaaS environment.
- Exceptional written and verbal communication skills.
- Strong analytical and reporting abilities with proficiency in Excel.
- Experience developing and facilitating training sessions.
- High attention to detail, strong organizational skills, and a passion for continuous improvement.
- Ability to work independently and as part of a collaborative team.
Job Type: Full-time
Pay: $50,000.00-$55,000.00 per year
Flexible language requirement:
- French not required
Schedule:
- Day shift
- Monday to Friday
Work Location: In person
About Freightcom
Freightcom is an all-inclusive web based system that is built to automate your shipping process. We utilize strong relationships with over 30 nationally recognized LTL and Courier carriers to help you grow your business; all which are backed by our different service and support levels. Our online platform allows customers to get rates and book freight instantly without having to contact numerous carriers. We offer our customers an easy to use system that will help you maximize time and cut costs, saving on average 20-30% off your annual shipping expenses. Our objective was to provide a “one-stop-shop” website that allows our customers to quote, ship, and track all in one platform.
Freightcom has grown exponentially over the years. Initially we were focused on the implementation of our technology and rating structures with our carriers. Since then, we provide our customers with extremely aggressive rates and a Tier 1 system that is being updated in real time. Our team consist of fresh faces and industry vets. We pride ourselves with our focus on customer service and back office support for agents, station and customers.
Customer Service Quality Assurance Specialist
Top Benefits
About the role
About Us:
Freightcom utilizes strong relationships with LTL carriers and national Couriers to develop pricing programs that help businesses cut costs on shipping. Our online platform provides the ultimate shipping solutions for businesses to get rates and book freight instantly without having to contact numerous carriers. Our objective was to provide a “one-stop-shop” website that allows our customers to quote, ship, and track all in one platform.
In terms of company culture, we like to think we put the ‘team’ in teamwork. The first thing you’ll notice when you work at Freightcom is the comfortable size and agility of the group. We work closely with each other across every department, which allows us to perform at the highest level. We continue to collaborate, communicate and connect; what this amounts to is a greater dedication towards serving, growing and innovating alongside our clients. Working at Freightcom is a daily adventure and has some unique benefits and advantages. Freightcom makes its employees a priority by providing a creative and energetic workplace and all the resources you need to be successful. Come and be a part of this thriving company and let’s go on this adventure together.
Like what you see? We would love to have you apart of our team!
Position Summary
We are seeking a detail-oriented and proactive Customer Service Quality Assurance (QA) Specialist to elevate our customer support experience. This individual will be responsible for reviewing customer interactions - including emails, calls, and live chats - to ensure alignment with our company’s tone, policies, and service standards. This role plays a critical part in driving operational excellence by identifying coaching opportunities, supporting frontline staff through training and development, and helping ensure our team meets and exceeds KPIs.
Key Responsibilities:
Quality Monitoring & Evaluation
- Audit and score customer interactions across all channels (voice, email, chat) for adherence to quality standards, compliance, professionalism, and accuracy.
- Create and maintain QA scorecards and evaluation forms based on evolving business needs.
Training & Coaching
- Lead onboarding training and ongoing refresher programs to align team members with best practices and new product knowledge.
- Deliver individualized coaching sessions and team workshops based on QA findings and customer feedback.
KPI Tracking & Reporting
- Analyze customer service metrics such as first response time, resolution time, CSAT, and QA scores to identify performance gaps.
- Prepare regular reports with actionable insights for team leads and leadership.
Feedback & Continuous Improvement
- Collaborate with Customer Service leadership to provide feedback loops that enhance internal processes and support scripts.
- Identify trends or recurring issues and recommend solutions for improved workflows, knowledge base content, and customer handling procedures.
Cross-functional Collaboration
- Work closely with product, sales, operations, and development teams to share customer insights that inform product improvements and customer communications.
- Participate in new feature rollouts to ensure support staff are equipped with the right information and tools.
Compliance & Risk Management
- Ensure all customer interactions meet internal compliance guidelines and any regulatory or data privacy standards.
- Document and escalate any risk-related concerns discovered during QA reviews.
Qualifications:
- 3+ years of experience in customer service, quality assurance, or support team training—preferably in a high-volume or SaaS environment.
- Exceptional written and verbal communication skills.
- Strong analytical and reporting abilities with proficiency in Excel.
- Experience developing and facilitating training sessions.
- High attention to detail, strong organizational skills, and a passion for continuous improvement.
- Ability to work independently and as part of a collaborative team.
Job Type: Full-time
Pay: $50,000.00-$55,000.00 per year
Flexible language requirement:
- French not required
Schedule:
- Day shift
- Monday to Friday
Work Location: In person
About Freightcom
Freightcom is an all-inclusive web based system that is built to automate your shipping process. We utilize strong relationships with over 30 nationally recognized LTL and Courier carriers to help you grow your business; all which are backed by our different service and support levels. Our online platform allows customers to get rates and book freight instantly without having to contact numerous carriers. We offer our customers an easy to use system that will help you maximize time and cut costs, saving on average 20-30% off your annual shipping expenses. Our objective was to provide a “one-stop-shop” website that allows our customers to quote, ship, and track all in one platform.
Freightcom has grown exponentially over the years. Initially we were focused on the implementation of our technology and rating structures with our carriers. Since then, we provide our customers with extremely aggressive rates and a Tier 1 system that is being updated in real time. Our team consist of fresh faces and industry vets. We pride ourselves with our focus on customer service and back office support for agents, station and customers.