Quality Assurance & Advocacy Lead Analyst

About This Opportunity

Our talent team is representing a confidential logistics technology organization in their search for a Quality Assurance & Advocacy Lead Analyst. This remote position serves clients across the United States and plays a critical role in protecting service reliability for time-critical shipments across healthcare, aerospace, manufacturing, and high-tech sectors.

This role is ideal for someone who is 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. You'll be building a quality-first culture, not just enforcing one.

Responsibilities

• Conduct root cause analysis for customer escalations and shipment investigations, implementing corrective and preventive actions (CAPA)
• Investigate and resolve complex escalations, identifying customer trends, quality concerns, and operational gaps to drive continuous improvement
• Analyze customer communications and provide feedback to ensure Operations Specialists deliver best-in-class service
• Research customer satisfaction issues, develop corrective action plans, and monitor results through closure
• Review and report on quality trends across multiple industry sectors including Healthcare, Aerospace & Defense, High Tech, and Manufacturing
• Onboard new hires into the quality management system and assist with related administrative tasks
• Provide recommendations to continuously improve procedures and policies across the organization
• Support customer error code processes and data compilation
• Maintain expertise across all operational sectors and adapt to shifting business needs, including extended hours when required

What We're Looking For

Experience Requirements (one of the following):

• Minimum 5 years in a QA&A Analyst, Customer Advocate, Lead, or Senior QA&A position, OR
• 5+ years in logistics operations with at least 2 years in an Operations Management role, OR
• 7+ years in the logistics industry with at least 4 years in Operations Management, Quality Assurance, or Customer Advocate positions

Technical Skills:

• Mastery of 5-Why Principles and root cause analysis methodologies
• Experience with quality management systems for documenting audits, findings, and CAPA plans
• Proficiency with ticketing systems for escalation management
• Working knowledge of live order tracking systems for real-time analysis
• Familiarity with call monitoring and recording systems for quality review
• Experience with learning management platforms for compliance training

Professional Qualities:

• Ability to deliver clear, constructive feedback on call quality and customer interactions
• Strong multitasking skills—balancing live monitoring, call reviews, investigations, and cross-functional requests
• Pattern recognition skills to identify when individual issues point to broader process gaps
• Strategic thinking to recommend policy changes that serve the overall business
• Ability to drive corrective actions across teams you don't directly manage
• Flexibility to work across multiple operational sectors and adjust schedule for business needs, including evenings and weekends when required

How We Work With You

When you apply through Get A Job.ai, a member of our recruiting team will review your qualifications and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Throughout the interview process, we'll provide guidance and feedback to help you succeed.

Important: Please apply only through Get A Job.ai. Do not attempt to contact the client organization directly, as this may disqualify your application.

Pay

The client offers a salary range of $75,000 to $80,000 annually, along with comprehensive benefits including high-quality health, dental, and vision coverage, open PTO, 401K with company match, and professional development reimbursements.

Schedule: Remote, Monday-Friday, with flexibility for weekends as business needs require.

Get A Job.ai is an equal opportunity recruiter. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, veteran status, disability, or any other legally protected characteristic.