Quality Assurance & Advocacy Lead Analyst
New
A
AirspaceLogistics
US - RemoteFull-TimeLead
Salary75,000 - 80,000 USD per year
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Job Details
- Experience
- Minimum of 5 years’ experience in a QA&A Analyst, Customer Advocate, Lead, or Sr. QA&A department position, or 5+ years of experience in Airspace Operations with at least 2 years in an Operations Management role, or 7+ years of industry experience with at least 4 years in Operations Management, Quality Assurance, or Customer Advocate position.
- Required Skills
- SalesforceQuality AssuranceZendesk
Requirements
- Minimum 5 years of experience in a QA&A Analyst, Customer Advocate, Lead, or Sr. QA&A position.
- Alternative: 5+ years in Airspace Operations with at least 2 years in an Operations Management role.
- Alternative: 7+ years in the industry with a competitor, with at least 4 years in an Operations Management, Quality Assurance, or Customer Advocate role.
- Mastery of 5-Why Principles and analysis for identifying root causes.
- Proficiency in ZenQMS for documenting audits, findings, and corrective/preventive action plans.
- Experience with Zendesk for ticket management and escalations.
- Experience with WorkRamp for completing training modules.
- Working knowledge of live order/shipment tracking systems.
- Familiarity with call monitoring/recording systems.
- Proficiency in Salesforce for independent record and case management.
- Ability to work flexible hours including evenings and weekends as needed.
Responsibilities
- Support CAPA/shipment investigations through root cause analysis and corrective action implementation.
- Investigate and resolve complex escalations to identify customer trends, quality concerns, and operational gaps.
- Provide recommendations to continuously improve procedures and policies throughout the organization.
- Analyze calls and provide feedback to ensure Operations Specialists deliver optimal communication to clients.
- Research customer satisfaction issues, develop corrective action plans, and monitor results through to closure.
- Onboard new hires into ZenQMS and assist the QMS Manager with operational tasks.
- Assist with customer error code management and analysis.
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