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Airspace is a tech-enabled freight forwarder specializing in time-critical logistics for mission-critical packages—from organs for transplant to semiconductor components and aircraft parts. The company leverages AI and machine learning to coordinate logistics across a global network of drivers and airlines, serving sectors including aerospace & defense, healthcare, high tech, and manufacturing.
The Quality Assurance & Advocacy Lead Analyst investigates customer escalations, analyzes operational data to identify trends, and drives corrective and preventive actions across Operations. This role bridges quality assurance and customer advocacy, requiring someone analytical and detail-driven who can translate data into root-cause findings and clear documentation, and confidently deliver feedback to Operations Leadership and Account Managers.
Key responsibilities include:
- Support CAPA (Corrective and Preventive Action) and shipment investigations, including root cause analysis and trend reporting
- Investigate and resolve complex escalations; identify customer trends, quality concerns, and operational gaps
- Provide recommendations to improve procedures and policies across the organization
- Analyze customer service calls and provide feedback to Operations Specialists
- Research customer satisfaction issues, develop corrective action plans, and monitor closure
- Onboard new hires into ZenQMS and assist with QMS administration
- Maintain expertise across all Airspace sectors: Aerospace & Defense, High Tech, Manufacturing & Industrials, Lifesciences, Health Systems & Labs, and Medical Devices
- Report to the Director of QA&A and Sr. Manager of QMS
The ideal candidate has 5+ years in QA&A, Customer Advocacy, or Operations roles, with strong analytical skills and a commitment to building a quality-first culture.
