Quality Assurance & Advocacy Lead Analyst

The role

The Quality Assurance & Advocacy Lead Analyst investigates customer escalations and analyzes operational data to identify trends. This person drives corrective and preventive actions across Operations to protect shipment reliability.

What you will do

• Support CAPA/shipment investigations through root cause analysis and corrective action implementation
• Investigate and resolve complex escalations
• Identify customer trends, quality concerns, and operational gaps
• Provide recommendations to improve procedures and policies
• Analyze calls and provide feedback to ensure Operations Specialists deliver best communication
• Research customer satisfaction issues and develop corrective action plans
• Onboard new hires into ZenQMS
• Assist with customer error codes
• Perform additional duties as assigned

Required qualifications

• 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 Mana
• Mastery of 5-Why Principles and Analysis
• ZenQMS for documenting audits, findings, and corrective/preventive action plans
• Zendesk for ticket management and escalations
• WorkRamp for completing required Guide/Pathway training
• Working knowledge of the live order/shipment tracking system
• Familiarity with the call monitoring/recording system

Benefits

• High-quality health, dental, and vision plan options
• Open PTO
• 401K with company match
• Professional learning and training reimbursements

About the company

Airspace is a tech-enabled freight forwarder that uses AI and machine learning to coordinate logistics for mission-critical packages. Headquartered in Carlsbad, California, the company serves global networks of drivers and airlines.