Track & Trace – Quality Assurance Team Lead (Brokerage Operations)

GH Logistics is a growing US-based freight brokerage and asset-based logistics company specializing in dry van and reefer freight. Our operations are built on strong systems, clear communication, accountability, and reliable execution.

We're looking for an experienced, detail-oriented, and results-driven Track & Trace Quality Assurance Team Lead to oversee our QA operations, lead a team of remote associates, and ensure every booked load is properly verified before pickup. This is a hands-on leadership position for someone with strong US freight brokerage experience, sound operational judgment, and the ability to hold a team accountable in a fast-paced environment.

If you have experience managing logistics operations, identifying freight fraud risks, resolving escalations, and driving team performance, we'd like to hear from you.

Role Overview
Every day, GH Logistics books trucks to move freight across the United States. Before those trucks pick up, our Quality Assurance team verifies that the assigned drivers are legitimate, qualified, properly documented, and prepared to execute their loads.

As the Quality Assurance Team Lead, you will be responsible for overseeing the team's daily workload, monitoring verification progress, reviewing operational accuracy, and ensuring that no critical verification steps are overlooked. You will serve as the primary point of escalation for unresolved driver verification issues, suspicious carrier activity, tracking discrepancies, and operational concerns that could affect pickup performance or shipment security.

Beyond supervising the team, you are expected to remain actively involved in operations, make timely decisions, identify process gaps, and ensure consistent execution of established SOPs. This is a working leadership role, not solely an administrative or supervisory position. You must be comfortable stepping into operational tasks, handling difficult situations, and taking ownership of your team's results.

What You'll Be Doing

Team Leadership & Daily Operations

• Lead and supervise the Quality Assurance team, ensuring all assigned next-day loads are reviewed and verified before pickup.
• Distribute workloads based on shipment volume, urgency, team capacity, and operational priorities.
• Monitor individual and team productivity, task completion, verification accuracy, and overall performance.
• Ensure team members consistently follow established SOPs, verification procedures, and documentation standards.
• Provide real-time guidance, coaching, and corrective feedback to improve individual and team performance.
• Identify performance gaps, recurring errors, and accountability concerns, and escalate them to management when necessary.
• Maintain clear shift handovers, ensuring pending verifications, unresolved issues, and critical follow-ups are properly communicated.
• Take ownership of daily QA execution and ensure operational priorities are completed without unnecessary delays.

Load Verification, Quality Control & Fraud Prevention

• Oversee the verification process for booked loads, ensuring rate confirmations are sent to the correct carriers.
• Ensure driver information, carrier details, and load assignments are complete, accurate, and properly documented.
• Review CDL verification results and ensure required identity verification procedures are followed.
• Monitor compliance with driver check calls, tracking assignments, and pre-pickup verification requirements.
• Conduct quality checks and spot audits to identify incomplete verifications, documentation errors, and procedural violations.
• Investigate inconsistencies involving driver identities, carrier information, contact numbers, and shipment assignments.
• Identify potential freight fraud, identity mismatches, double-brokering indicators, and other suspicious activities.
• Immediately escalate high-risk concerns to Carrier Sales, Operations, and Management.
• Ensure questionable or unverified assignments are escalated and appropriately resolved before freight movement.

Escalation Management & Operational Decision-Making

• Serve as the first point of escalation for QA associates handling complex or unresolved verification issues.
• Investigate discrepancies between rate confirmations, TMS records, carrier instructions, driver information, and shipment documents.
• Make timely, informed decisions within established authority and escalate matters requiring management approval.
• Coordinate with Carrier Sales, Track & Trace, and Operations to resolve verification delays, missing information, and potential service failures.
• Prioritize urgent operational concerns based on fraud risk, pickup deadlines, shipment impact, and customer requirements.
• Ensure unresolved issues are properly documented, assigned, and followed through until resolution.
• Communicate critical i ---------- to management with clear findings, actions taken, and recommended next steps.

Driver Coordination & Tracking Oversight

• Ensure assigned drivers are contacted and properly informed of pickup and delivery details, appointment times, and equipment requirements.
• Oversee the accuracy of driver information entered into the Transportation Management System (TMS).
• Monitor GPS tracking assignments and ensure tracking readiness before scheduled pickups.
• Ensure CDL verification links are sent and outstanding requirements are followed up on promptly.
• Verify that team-driver assignments meet the required confirmation procedures.
• Step in to conduct driver or dispatcher calls when necessary to resolve urgent issues or support the team.
• Ensure no assigned load is overlooked due to incomplete follow-ups or unclear ownership.

Performance Monitoring, Reporting & Process Improvement

• Track daily QA performance, including load verification completion, documentation accuracy, outstanding requirements, and unresolved escalations.
• Monitor individual productivity and identify associates who require additional coaching or support.
• Prepare clear operational updates and performance reports for management.
• Review recurring verification errors, missed follow-ups, and operational bottlenecks.
• Recommend improvements to workflows, verification procedures, and quality control processes.
• Support onboarding and training of new QA associates to ensure they understand operational expectations and SOPs.
• Promote a culture of accuracy, urgency, accountability, and continuous improvement.

What Success Looks Like

• All assigned next-day loads are reviewed and verified before pickup.
• QA associates consistently complete required verification steps accurately and on time.
• Driver information, CDL verification, tracking assignments, and check calls are properly documented.
• Potential freight fraud indicators are identified early and escalated immediately.
• High-risk or unresolved verification issues are not overlooked or allowed to progress without appropriate action.
• Workloads are distributed fairly and effectively, and the team consistently meets operational deadlines.
• Individual performance is monitored, and recurring errors are addressed through coaching and accountability.
• Carrier Sales, Operations, and Management have clear visibility into verification progress and outstanding concerns.
• Shift handovers are organized, with no critical tasks left without ownership.
• QA processes become more consistent, efficient, and reliable under your leadership.

Who We're Looking For

• At least 2 years of hands-on experience in a US freight brokerage, trucking carrier, or third-party logistics (3PL) company, preferably in Track & Trace, carrier operations, dispatch, or logistics quality assurance.
• Previous experience as a Team Lead, Senior QA Associate, Operations Supervisor, or similar leadership role is strongly preferred.
• Strong understanding of US trucking operations, including driver assignments, pickup and delivery appointments, equipment requirements, and CDL verification.
• Familiarity with freight fraud prevention, carrier verification, and operational risk management.
• Experience using Transportation Management Systems (TMS) and GPS tracking platforms such as FourKites, Samsara, or MacroPoint.
• Proven ability to manage workloads, monitor team performance, and maintain operational accountability.
• Strong problem-solving skills and the confidence to make decisions under pressure.
• Ability to investigate conflicting information, identify operational risks, and determine appropriate escalation actions.
• Excellent written and verbal English communication skills, including confidence communicating with US-based drivers, dispatchers, and operational leadership.
• Comfortable handling outbound calls, difficult conversations, and urgent operational escalations.
• Strong organizational skills with the ability to manage multiple priorities and deadlines simultaneously.
• Ability to coach team members, provide constructive feedback, and address performance concerns professionally.
• High attention to detail, strong ownership, and a proactive approach to operational challenges.
• Minimum typing speed of 50 WPM.

Work Setup & Schedule

• Work Arrangement: Full-Time Remote | Direct Engagement with a US Company
• Schedule: Sunday - Thursday 7 AM - 5 PM Central Time | Tuesday - Saturday 7 AM - 5 PM Central Time
• Contract Type: Independent Contractor
• Active, attentive, and proactive Zoom participation with camera on is required throughout scheduled shifts.
• Time tracking software is used for accountability and performance monitoring.
• Reliable internet connection, backup internet and power supply, and a suitable remote workspace are required.

What You'll Get

• Long-Term Opportunity: An ongoing leadership role within a growing US logistics company.
• Monthly Stipend: $75 monthly insurance stipend, with eligibility beginning after 30 days of engagement.
• Regular Payment Schedule: Payments processed twice monthly according to established pay