Quality Assurance Lead Analyst

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $75k - $80k / year

⏰ Full Time

🟠 Senior

🔧 QA Engineer (Quality Assurance)

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Airspace

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

🏭 Manufacturing

🍽️ Food & Beverage

Healthcare • Manufacturing • Food & Beverage

Airspace is a logistics platform company specializing in time-critical shipping solutions. Leveraging AI-powered routing and dispatching technology, Airspace offers an integrated service for real-time shipment tracking and delay resolution, ensuring precision, speed, and efficiency. With services ranging from next flight out and on-demand ground to charter deliveries, Airspace caters to diverse shipping needs, including specialty services for industries such as aerospace, healthcare, and life sciences. The platform is acclaimed for its transparency, unrivaled delivery speed, and operational control, helping companies save time and improve supply chain effectiveness.

📋 Description

• 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