[Remote] Quality Assurance & Advocacy Lead Analyst

Note: The job is a remote job and is open to candidates in USA. Airspace is hiring a Quality Assurance & Advocacy Lead Analyst to investigate customer escalations, analyze operational data, and drive corrective and preventive actions across Operations. The role also supports quality documentation, call reviews, customer satisfaction improvements, and a quality-first culture.

Responsibilities

• 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:

Skills

• 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
• 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
• Delivers clear feedback via ZenQMS on call quality (Twilio calls), customer complaints, coaching
• Juggles live order monitoring, call reviews, open investigations, and cross-sector requests without letting slower-burning work (like corrective action follow-through) fall through the cracks
• Spots when a customer satisfaction issue points to a broader process gap and recommends policy or procedure changes company-wide
• Understands Airspace's products, services, mission, and strategic goals well enough to judge whether a recommendation actually serves the business, not just the individual ticket
• Drives corrective actions across Operations and other teams QA&A doesn't directly manage
• Comfortable being assigned to a Primary Sector while remaining flexible to jump into any sector as operational needs shift, including extended hours, evenings, and weekends

Benefits

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

Company Overview

Company H1B Sponsorship