Airspace - Quality Assurance & Advocacy Lead Analyst

• 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. • Role Details • Department: Quality Assurance & Advocacy (QA&A) • Department: • Reports to: Director of QA&A • Reports to: • Location: • Schedule: Monday-Friday, with flexibility for weekends if required due to business needs • Schedule: • Success Metrics • This year: • Salesforce, Zendesk, and Slack access provisioned and used independently (no walkthroughs needed) by day 30 • 100% of required ZenQMS and WorkRamp training modules completed by day 30, with passing scores on any built-in assessments • Can independently pull a record/case in Salesforce and Zendesk without assistance by end of month 1 • Manager sign-off that the person can take on a full independent caseload of lower/moderate escalations without required review • Has met 1:1 or in small group with key stakeholders across Operations, Quality, and relevant account teams by day 30-45 • Has observed the full error code process for specific customer accounts by day 30 • Next year: • Recognized as the go-to escalation owner for the most complex or highest-risk accounts • CAPA and root-cause work shows measurable downstream impact — fewer repeat escalations, reduced cycle time to resolution • Trend analysis becomes proactive rather than reactive: issues are flagged and addressed before they become customer-facing escalations • Consistently and independently investigates and resolves complex customer escalations with minimal need for manager intervention • Leads CAPA investigations end-to-end — identifying root causes and implementing corrective actions • Builds strong working relationships across Ops Leadership, Account Management, Operations, and Quality — seen as a reliable cross-functional partner. • Identifies at least one or two recurring customer/quality trends and drives a continuous improvement initiative in response • Your First 90 Days • Successfully complete onboarding by gaining proficiency in core operational platforms (Salesforce, Zendesk, Slack) and completing all required training modules in ZenQMS and WorkRamp. • Shadow escalation handling and CAPA investigations to learn Airspace QA&A documentation standards • Learn the escalation workflow across Operations, Quality — know who to go to for what • Observe specific customer error code process, compile data, and present key findings to leadership. • Begin independently handling lower-to-moderate complexity escalations with manager review • Sit in on customer meetings/CAPA discussions (Teams/Zoom) to understand tone, structure, and expectations • Build initial relationships with key cross-functional stakeholders • Your First 180 Days • Complete CAPA investigations from root-cause analysis through corrective action implementation • Develop expertise in specific customer error codes, analyzing system data to help leadership identify failure trends and drive continuous process improvements. • Identify a customer or quality trend from the data and propose a continuous improvement or risk mitigation action • Investigate and resolve complex escalations; identify customer trends, quality concerns, and operational gaps to drive continuous improvement and risk mitigation. • Be seen as a trusted, self-sufficient point of contact by internal teams