Quality Assurance & Advocacy Lead Analyst

Remote - United States full timeRemote

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senior

$75k–$80k

H1B: no

Airspace Quality Assurance & Advocacy Lead Analyst at Airspace responsible for investigating customer escalations, analyzing operational data, and driving corrective and preventive actions to ensure reliability in time-critical logistics. Supports quality-first culture through root cause analysis and feedback delivery.

Responsibilities

Including but not limited to:
Support CAPA/shipment investigations — root cause analysis and corrective action implementation, and help review and report on trends.
Investigate and resolve complex escalations; identify customer trends, quality concerns, and operational gaps to drive continuous improvement and risk mitigation.
Provide recommendations to continuously improve procedures and policies throughout the organization.
Analyze calls and provide feedback to ensure Operations Specialists are delivering the best communication to Airspace clients.
Research customer satisfaction issues, develop corrective action plans, and monitor results through to closure.
Onboard new hires into ZenQMS under the QMS function, including setting up their reporting lines, and assist the QMS Manager with other tasks as needed.
Assist with customer error codes.
Perform additional duties and responsibilities as assigned by the Director of QA&A, Sr. Manager of QMS, and/or Chief Business Officer.
Maintain expertise across all Airspace Sectors and Subsectors:
Aerospace & Defense
Manufacturing & Industrials

Qualification

Technical skills/knowledgeZenQMS for documenting auditsNon-technical skills/qualities

Required

Minimum of 5 years’ experience in a QA&A Analyst, Customer Advocate, Lead, or Sr. QA&A department position, or any of the following:
5+ years of experience in Airspace Operations, with at least 2 years’ experience in an Operations Management role.
7+ years’ experience in the Industry with a competitor, with at least 4 years’ experience in an Operations Management, Quality Assurance role, or Customer Advocate position.
Technical skills/knowledge:
Mastery of 5-Why Principles and Analysis, most critically identifying root causes and the development and implementation of solutions (corrective actions & preventative actions).
ZenQMS for documenting audits, findings, and corrective/preventive action plans.
Zendesk for ticket management and escalations, especially for analysts with a Primary Sector assignment.
WorkRamp for completing the required Guide/Pathway training for Quality Assurance Management & Advocacy.
Working knowledge of the live order/shipment tracking system needed to conduct real-time order analysis.
Familiarity with the call monitoring/recording system used to review Operations Specialist client communication.
Non-technical skills/qualities:
Delivers clear feedback via ZenQMS on call quality (Twilio calls), customer complaints, coaching