Quality Assurance Lead Analyst
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Job Description
Quality assurance lead analyzing customer escalations and CAPA trends for Airspace, an AI-powered time-critical freight logistics company. Driving corrective actions and quality improvements across Operations.
Responsibilities:
- Support CAPA/shipment investigations through root cause analysis, corrective action implementation, and trend reporting
- Investigate and resolve complex escalations
- Identify customer trends, quality concerns, and operational gaps to drive continuous improvement and risk mitigation
- Recommend improvements to procedures and policies across the organization
- Analyze calls and provide feedback on Operations Specialist client communication
- Research customer satisfaction issues, develop corrective action plans, and monitor results through closure
- Onboard new hires into ZenQMS under the QMS function and configure reporting lines
- Assist the QMS Manager with additional tasks
- Assist with customer error codes
- Maintain expertise across Airspace’s Industrials and Healthcare sectors and their subsectors
- Report to the Director of QA&A
- Complete CAPA investigations from root-cause analysis through corrective action implementation
- Analyze system data to identify failure trends and drive process improvements
- Build relationships with Operations Leadership, Account Management, Operations, Quality, and other stakeholders
Requirements:
- Minimum of 5 years’ experience in a QA&A Analyst, Customer Advocate, Lead, or Sr. QA&A department position
- Alternatively, 5+ years of experience in Airspace Operations, with at least 2 years’ experience in an Operations Management role
- Alternatively, 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, including identifying root causes and developing and implementing corrective and preventive actions
- Experience with ZenQMS for documenting audits, findings, and corrective/preventive action plans
- Experience with Zendesk for ticket management and escalations
- Experience with WorkRamp training modules for Quality Assurance Management & Advocacy
- Working knowledge of live order/shipment tracking systems
- Familiarity with call monitoring/recording systems
- Ability to deliver clear feedback on call quality, customer complaints, and coaching
- Ability to manage live order monitoring, call reviews, open investigations, and cross-sector requests
- Ability to recommend company-wide policy or procedure changes based on customer satisfaction issues
- Understanding of Airspace’s products, services, mission, and strategic goals
- Ability to drive corrective actions across Operations and other teams
- Flexibility to work extended hours, evenings, and weekends as operational needs shift
Benefits:
- High-quality health, dental, and vision plan options
- Open PTO
- 401K with company match
- Professional learning and training reimbursements
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