Quality Assurance & Advocacy Lead Analyst
New
J
JobgetherLogistics Operations
Based in United StatesFull-TimeLead
Salary75,000 - 80,000 USD per year
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Job Details
- Experience
- 5+ years of experience in a QA&A Analyst, Customer Advocate, Lead, or Senior QA&A role; or 5+ years of relevant Operations experience with at least 2 years in Operations Management; or 7+ years of industry experience with at least 4 years in Operations Management, Quality Assurance, or Customer Advocacy.
- Required Skills
- Data AnalysisQuality AssuranceZendesk
Requirements
- At least 5 years of experience in a QA&A Analyst, Customer Advocate, Lead, or Senior QA&A role.
- Alternatively 5+ years of relevant Operations experience with at least 2 years in Operations Management.
- Alternatively 7+ years of industry experience with at least 4 years in Operations Management, Quality Assurance, or Customer Advocacy.
- Advanced knowledge of 5-Why principles and root-cause analysis.
- Experience with quality management systems such as ZenQMS.
- Proficiency with ticketing and case-management platforms such as Zendesk.
- Working knowledge of operational tracking and call monitoring/recording platforms.
- Strong analytical, problem-solving, and organizational skills.
- Ability to influence and drive corrective actions across teams without direct authority.
- Ability to work extended hours, evenings, or weekends as required by operational needs.
- Ability to become a trusted, self-sufficient escalation owner.
Responsibilities
- Investigate complex customer escalations and operational issues to identify trends and process gaps.
- Perform root-cause analysis using 5-Why principles and lead corrective and preventive actions (CAPA).
- Analyze customer satisfaction data and error codes to prevent recurring failures.
- Review recorded calls and provide constructive coaching feedback to Operations Specialists.
- Recommend updates to operational policies and procedures based on quality findings.
- Manage live order monitoring, investigations, and cross-sector quality initiatives.
- Influence cross-functional stakeholders to implement corrective actions.
- Communicate insights and recommendations to Operations Leadership and Account Managers.
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