Quality Assurance & Advocacy Lead Analyst

📋 Description

• Support CAPA/shipment investigations — root cause analysis and corrective action implementation
• Investigate and resolve complex escalations; identify customer trends, quality concerns, and
• Provide recommendations to continuously improve procedures and policies throughout the organization.
• Analyze calls and provide feedback to ensure Operations Specialists are delivering the best
• Research customer satisfaction issues, develop corrective action plans, and monitor results through
• Assist with customer error codes.

🎯 Requirements

• Minimum of 5 years' experience in a QA&A Analyst, Customer Advocate, Lead, or Sr. QA&A
• Mastery of 5-Why Principles, root cause analysis, and corrective/preventive action implementation.
• Experience with ZenQMS, Zendesk, WorkRamp, call monitoring systems, and live order tracking.
• Strong analytical, feedback, and cross-functional collaboration skills
• Availability for flexible schedule including extended hours, evenings, and weekends.

🎁 Benefits

• $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