Quality Assurance & Advocacy Lead Analyst
Core
Investigate customer escalations, analyze operational data to identify root causes, and drive corrective and preventive actions to protect shipment reliability.
Role type
Senior Quality Assurance & Advocacy Lead Analyst
Builds
Quality assurance processes, corrective action plans, and operational improvements for time-critical logistics
Domain
Logistics / Supply Chain / Quality Management
Required skills
Root cause analysis (5-Why), CAPA implementation, trend analysis, call quality monitoring, policy/procedure development, stakeholder management, cross-functional collaboration
Preferred skills
Experience in Operations Management, familiarity with competitor operations, ability to handle extended hours
Technologies
ZenQMS, Zendesk, WorkRamp, Salesforce, Twilio, Slack
Responsibilities
Support CAPA/shipment investigations and root cause analysis; investigate and resolve complex customer escalations; analyze calls and provide feedback to Operations Specialists; research customer satisfaction issues and develop corrective action plans; onboard new hires into the Quality Management System; maintain expertise across multiple sectors (Industrials, Aerospace, High Tech, Healthcare, etc.)
Seniority
Senior, hands-on IC with leadership responsibilities
