Quality Assurance & Advocacy Lead Analyst

Job description

### **Company Introduction:** [Airspace](http://airspace.com) is a tech-enabled freight forwarder that’s redefining how the world’s most critical packages are delivered. Headquartered in Carlsbad, California, Airspace has employees who are based around the world. Our European headquarters is in Amsterdam, The Netherlands. As a recognized leader in AI and machine learning, our team leverages data and patented technology to coordinate logistics across a global network of drivers and airlines. Our goal is to deliver those packages that are truly mission-critical in a way that is faster, more transparent, more secure, and more accountable than ever before. The items we deliver range from organs for transplant, to parts for critical machinery including grounded aircraft and highly sensitive components such as semiconductors. Airspace has been rated one of [America’s best Startup Employers](https://www.forbes.com/lists/americas-best-startup-employers/?sh=430441b22ad7) and listed as one of [CNBC’s Disruptor 50](https://www.cnbc.com/2022/05/17/airspace-disruptor-50.html) companies. Airspace has the support of leading investors such as Telstra Ventures, HarbourVest Partners, Defy Partners, DBL Partners, and Scale Ventures. To date the company has [raised more than $140m.](https://www.cnbc.com/2022/05/25/early-tesla-investor-leads-70-million-investment-in-airspace.html) The company is growing rapidly and serving more places around the world than ever before. We are looking for passionate, motivated individuals who want to make an IMPACT every day to help us execute on our mission of reshaping the world of time-critical logistics. ## Job Overview The Quality Assurance & Advocacy Lead Analyst investigates customer escalations, analyzes operational data to spot trends, and drives corrective and preventive action across Operations to protect the reliability Airspace’s clients depend on for their most time-critical shipments. This role is a fit for someone who’s analytical and detail-driven, comfortable turning data into root-cause findings and clear documentation, and confident delivering feedback and performance reviews to Operations Leadership and Account Managers — someone who wants to build a quality-first culture, not just enforce one. ## What You'll Do **Including but not limited to:** - Support CAPA/shipment investigations — root cause analysis and corrective action implementation, and help review and report on trends. - Investigate and resolve complex escalations; identify customer trends, quality concerns, and operational gaps to drive continuous improvement and risk mitigation. - Provide recommendations to continuously improve procedures and policies throughout the organization. - Analyze calls and provide feedback to ensure Operations Specialists are delivering the best communication to Airspace clients. - Research customer satisfaction issues, develop corrective action plans, and monitor results through to closure. - Onboard new hires into ZenQMS under the QMS function, including setting up their reporting lines, and assist the QMS Manager with other tasks as needed. - Assist with customer error codes. - Perform additional duties and responsibilities as assigned by the Director of QA&A, Sr. Manager of QMS, and/or Chief Business Officer. - Maintain expertise across all Airspace Sectors and Subsectors: **Industrials** - Aerospace & Defense - High Tech - Manufacturing & Industrials - 3PL & Other **Healthcare** - Lifesciences - Health Systems & Labs - Medical Devices ## ## Requirements - 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. **Technical skills/knowledge:** **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. **Non-technical skills/qualities:** - 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) **Reports to:** Director of QA&A **Location:** Remote **Schedule:** Monday-Friday, with flexibility for weekends if required due to business needs ## 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 ## ## Compensation & Benefits **Salary range:** $75,000.00 to $80,000.00 annually - High-quality health, dental, and vision plan options - Open PTO - 401K with company match - Professional learning and training reimbursements ### **Core Values:** - **We are One Team**. We believe we all accomplish more when we are working together. - **We make an Impact**. We are determined to have a positive influence on our environment, our customers, our industry, and our world. - **We are Passionate**. We care deeply about our mission and are not afraid to raise the bar. - **We are Transparent**. We pride ourselves on having open, honest, and sincere communication with our team and customers. - **We are Innovative**. We never settle and are always striving to improve our product, service, and ourselves. **Airspace is proud** to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Additionally, Airspace participates in the E-Verify program for all locations. **A friendly reminder:** Airspace will only contact candidates from an **@airspace.com** email, a no-reply notification from **no-reply@us.greenhouse-mail.io**, or a verified **LinkedIn profile.** We never request fees or sensitive personal/financial information during recruiting. If something seems suspicious or feels off, please reach out to us at [**recruiting@airspace.com**](mailto:recruiting@airspace.com) before responding. *For this role the acquisition of recruitment agencies is not appreciated, thank you for your understanding.*