Quality Assurance & Advocacy Lead Analyst

📋 Description

• Investigate complex customer escalations and operational issues, identifying trends, quality
• Support CAPA and shipment investigations by conducting root-cause analysis, developing corrective
• Apply 5-Why analysis to identify underlying causes and ensure corrective actions address systemic
• Analyze customer satisfaction concerns, develop corrective action plans, and track outcomes to
• Review recorded calls and provide clear, constructive feedback on the quality and effectiveness of
• Analyze customer error codes and operational data to identify recurring failure patterns and

🎯 Requirements

• Bring at least 5 years of experience in a QA&A Analyst, Customer Advocate, Lead, or Senior
• Demonstrate advanced knowledge of 5-Why principles and root-cause analysis, including the ability
• Have experience using quality management systems such as ZenQMS to document audits, findings
• Be comfortable using ticketing and case-management platforms such as Zendesk to manage escalations
• Have working knowledge of operational tracking systems used to analyze live orders and shipments
• Demonstrate strong analytical and problem-solving skills, with the ability to identify broader

🎁 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.