What are the responsibilities and job description for the Quality Assurance Specialist position at Brightline Trains?
Your Purpose
As the Quality Assurance Specialist, you support Brightline’s Guest Experience Quality Assurance efforts by executing established quality programs, conducting assessments, analyzing data, and helping ensure operational standards are consistently met across stations and onboard environments. This role focuses on hands-on execution, data integrity, and continuous improvement, partnering closely with operations leaders to reinforce standards, compliance, and Guest experience excellence.
If you’re a people-person looking for a role where you’ll be empowered to own your zone, inspired to learn, and have the confidence to bounce back from setbacks, this is the perfect opportunity!
Your Role
Quality Assurance Program Execution
Required Education and Experience:
Works in a clean, air-conditioned office space, free of noise, dust, and humidity.
Physical Demands
While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to stand, talk and hear. Occasional lifting of light items required. No specific vision requirements.
Travel: (within Florida corridor)
50%
Combine your experience, innovation, and entrepreneurial spirit by joining our growing team in Florida. Brightline is pleased to offer a competitive compensation and benefits package, and the opportunity to make a difference while making history as the only privately funded rapid rail service in the country.
Brightline is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act,
As the Quality Assurance Specialist, you support Brightline’s Guest Experience Quality Assurance efforts by executing established quality programs, conducting assessments, analyzing data, and helping ensure operational standards are consistently met across stations and onboard environments. This role focuses on hands-on execution, data integrity, and continuous improvement, partnering closely with operations leaders to reinforce standards, compliance, and Guest experience excellence.
If you’re a people-person looking for a role where you’ll be empowered to own your zone, inspired to learn, and have the confidence to bounce back from setbacks, this is the perfect opportunity!
Your Role
Quality Assurance Program Execution
- Execute assigned components of the Quality Assurance Program, including Guest satisfaction surveys, online reputation monitoring, operational assessments, brand compliance reviews, food safety observations, and OSHA-related checklists.
- Conduct guest support operational audits using established criteria and tools; document findings clearly and accurately.
- Participate in calibration sessions and audits to ensure consistency in scoring and evaluation methodology.
- Support the ongoing administration and maintenance of the Quality Assurance Program structure, tools, and documentation.
- Assist in reviewing, updating, and organizing QA-related SOPs, standards, and reference materials.
- Support the administration of QA platforms, survey tools, and reporting systems.
- Assist with the coordination of third-party inspections or assessments, including scheduling, documentation, and follow-up tracking.
- Analyze quality, Guest feedback, and operational data to identify trends, recurring issues, and improvement opportunities.
- Prepare clear, concise reports and dashboards for leadership, highlighting observations, risks, and improvement areas.
- Partner with Guest Experience leaders and operational teams to reinforce standards, clarify expectations, and support corrective actions.
- Support continuous improvement initiatives by tracking action plans and verifying follow-through.
- Escalate significant quality risks, safety concerns, or Guest-impacting issues to appropriate leadership.
- Monitor and review all Brightline communication channels, including our company intranet and bConnected, during work hours to ensure all company and department communications and notifications are promptly reviewed.
- Please note that this Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the teammate for this job. Duties, responsibilities, and activities may change at any time with or without notice.
- None
Required Education and Experience:
- Minimum of two (2) years of experience in quality assurance, operations, or Guest Experience roles within hospitality, travel, retail, or service-driven environments.
- Hands-on experience with operational audits, inspections, or service quality evaluations.
- A bachelor’s degree is preferred but not required.
- Working knowledge of hospitality or service operations, including Food & Beverage exposure.
- Strong analytical skills with the ability to interpret data, identify patterns, and summarize findings.
- Familiarity with Lean Six Sigma or other quality improvement methodologies, including SOP development, compliance audits, and guest experience evaluations, preferably in designing or implementing QA programs.
- Strong organizational skills with the ability to manage multiple projects and timelines.
- Understanding of customer service standards and how to measure and enhance guest satisfaction.
- Excellent verbal and written communication skills and interpersonal skills for engaging with guests, teammates, and stakeholders. and building strategic partnerships across departments.
- Proficiency in Microsoft Office, including Excel, Word, and PowerPoint, and proficiency in QA Platforms (Rizepoint, Sassie, or similar)
- Must be able and willing to work any shift or on weekends and holidays based on operational needs as necessary. Brightline operates on a continuous, set schedule
Works in a clean, air-conditioned office space, free of noise, dust, and humidity.
Physical Demands
While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to stand, talk and hear. Occasional lifting of light items required. No specific vision requirements.
Travel: (within Florida corridor)
50%
Combine your experience, innovation, and entrepreneurial spirit by joining our growing team in Florida. Brightline is pleased to offer a competitive compensation and benefits package, and the opportunity to make a difference while making history as the only privately funded rapid rail service in the country.
Brightline is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act,