Customer Care Quality & Training Lead

RXO Inc.; Marietta (GA); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

401(k) with company match

Pre-tax benefits

Job summary

RXO Inc. is seeking a Senior Specialist, Customer Care to deliver exceptional service for our customers and internal teams. You will audit calls, identify training gaps, and drive continuous improvement across processes and policies.

The role requires 2 years in customer service in a call center, with strong proficiency in Windows applications and MS Office. A proactive trainer mindset and data-driven approach will help you excel at RXO.

Qualifications

• Minimum 2 years of customer service experience in a call center environment.
• High school diploma or equivalent required.
• Proficiency with Windows and MS Office applications (MS Project, Word, Excel, PowerPoint).

Responsibilities

• Review, audit, and score customer care calls to ensure professionalism and RXO standards.
• Identify training opportunities and flag process gaps; draft improvement documents.
• Submit weekly reports highlighting trends, growth opportunities, and department performance.
• Lead monthly calibration meetings with leadership to ensure QA accuracy and policy adherence.
• Train new hires on policies and procedures; update handbooks as needed.

Skills

Group presentation skills

Negotiation

Data analysis

Customer service excellence

Education

High School diploma or equivalent

Tools

Windows

MS Project

Word

Excel

PowerPoint

Job description

RXO Inc. is seeking a Senior Specialist, Customer Care to deliver exceptional service for our customers and internal teams. You will audit calls, identify training gaps, and drive continuous improvement across processes and policies.

The role requires 2 years in customer service in a call center, with strong proficiency in Windows applications and MS Office. A proactive trainer mindset and data-driven approach will help you excel at RXO.