Quality Assurance & Advocacy Lead Analyst

Accountabilities:

• Investigate complex customer escalations and operational issues, identifying trends, quality concerns, and process gaps that require corrective action or risk mitigation.
• Support CAPA and shipment investigations by conducting root-cause analysis, developing corrective and preventive actions, and monitoring implementation through completion.
• Apply 5-Why analysis to identify underlying causes and ensure corrective actions address systemic issues rather than individual incidents.
• Analyze customer satisfaction concerns, develop corrective action plans, and track outcomes to ensure issues are effectively resolved and prevented from recurring.
• Review recorded calls and provide clear, constructive feedback on the quality and effectiveness of Operations Specialist communication with clients.
• Analyze customer error codes and operational data to identify recurring failure patterns and opportunities for process improvement.
• Recommend updates to procedures, policies, and operational standards based on quality findings, customer trends, and data analysis.
• Maintain onboarding and reporting structures for new hires within the QMS function and support the QMS Manager with additional quality-related initiatives.
• Work across different operational sectors and subsectors, developing sufficient expertise to assess issues and recommendations in areas including Industrials and Healthcare.
• Manage live order monitoring, call reviews, open investigations, and cross-sector requests while maintaining consistent follow-through on longer-term corrective actions.
• Drive corrective actions across Operations and other teams, even when those teams are outside the direct reporting structure of QA&A.
• Communicate findings and recommendations effectively to Operations Leadership, Account Managers, and other stakeholders to support informed decision-making and continuous improvement.
• Contribute to continuous improvement initiatives by identifying recurring customer or quality trends and translating them into measurable operational improvements.

Requirements:

• Bring at least 5 years of experience in a QA&A Analyst, Customer Advocate, Lead, or Senior QA&A role, or alternatively 5+ years of relevant Operations experience with at least 2 years in Operations Management, or 7+ years of industry experience with at least 4 years in Operations Management, Quality Assurance, or Customer Advocacy.
• Demonstrate advanced knowledge of 5-Why principles and root-cause analysis, including the ability to develop and implement effective corrective and preventive actions.
• Have experience using quality management systems such as ZenQMS to document audits, findings, investigations, and corrective or preventive action plans.
• Be comfortable using ticketing and case-management platforms such as Zendesk to manage escalations and customer issues.
• Have working knowledge of operational tracking systems used to analyze live orders and shipments and familiarity with call monitoring or recording platforms used to evaluate customer communications.
• Demonstrate strong analytical and problem-solving skills, with the ability to identify broader process issues from individual customer or operational incidents.
• Be highly organized and able to balance live operational monitoring, call reviews, investigations, corrective actions, and cross-functional requests without losing focus on follow-through.
• Communicate feedback clearly and constructively, particularly when addressing call quality, customer complaints, coaching opportunities, and operational performance.
• Demonstrate the ability to influence and drive corrective actions across teams without relying solely on direct authority.
• Understand how operational recommendations connect to products, services, strategic objectives, and customer experience.
• Be comfortable working within a designated primary sector while remaining flexible to support other sectors as operational priorities change.
• Be willing to work extended hours, evenings, or weekends when required by operational or customer needs.
• Demonstrate the ability to become a trusted, self-sufficient escalation owner who can independently manage increasingly complex and high-risk cases.

Benefits:

• The annual salary range is $75,000–$80,000 USD.
• The position is fully remote.
• Employees have access to high-quality health, dental, and vision plan options.
• Open PTO provides flexibility to take time away from work and recharge.
• A 401(k) plan with company matching is available.
• Professional learning and training reimbursements support ongoing career development.
• The role provides significant cross-functional exposure and the opportunity to influence quality, customer experience, risk mitigation, and continuous improvement initiatives.