Quality Assurance Lead Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist with CAPA/shipment investigations by conducting root cause analyses, implementing corrective actions, and preparing trend reports.

• Address and resolve intricate escalations.

• Identify and analyze customer trends, quality issues, and operational deficiencies to promote continuous improvement and mitigate risks.

• Suggest enhancements to organizational procedures and policies.

• Review calls and provide constructive feedback on communication by Operations Specialists with clients.

• Investigate customer satisfaction challenges, create corrective action strategies, and track outcomes until resolution.

• Facilitate the onboarding of new hires into ZenQMS within the QMS function and establish reporting structures.

• Support the QMS Manager with additional responsibilities.

• Assist with customer error code management.

• Maintain knowledge across Airspace’s Industrials and Healthcare sectors, including their subsectors.

• Report directly to the Director of QA&A.

• Conduct CAPA investigations from root cause analysis to the implementation of corrective actions.

• Analyze system data to detect failure patterns and promote process enhancements.

• Build and nurture relationships with Operations Leadership, Account Management, Operations, Quality, and other pertinent stakeholders.

⛳️ Requirements

• A minimum of 5 years of experience as a QA&A Analyst, Customer Advocate, Lead, or in a Senior QA&A role.

• Alternatively, over 5 years of experience in Airspace Operations, including at least 2 years in an Operations Management position.

• Alternatively, more than 7 years of industry experience with a competitor, including at least 4 years in Operations Management, Quality Assurance, or Customer Advocate roles.

• Proficiency in 5-Why Principles and Analysis, particularly in identifying root causes and developing as well as implementing corrective and preventive actions.

• Familiarity with ZenQMS for documenting audits, findings, and corrective/preventive action initiatives.

• Experience with Zendesk for managing tickets and escalations.

• Knowledge of WorkRamp training modules for Quality Assurance Management & Advocacy.

• Working knowledge of live order/shipment tracking systems.

• Acquainted with call monitoring and recording systems.

• Ability to provide clear feedback regarding call quality, customer complaints, and coaching practices.

• Capable of managing live order monitoring, call reviews, ongoing investigations, and requests across sectors.

• Competent in recommending organization-wide policy or procedure modifications based on customer satisfaction concerns.

• Understanding of Airspace’s products, services, mission, and strategic objectives.

• Proficient in driving corrective actions across Operations and other relevant teams.

• Willingness to work extended hours, evenings, and weekends as operational requirements change.

🏝️ Benefits

• Comprehensive health, dental, and vision plan options.

• Open PTO policy.

• 401K plan with company matching.

• Reimbursements for professional learning and training opportunities.