Quality Assurance & Advocacy Lead Analyst in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Quality Assurance & Advocacy Lead Analyst based in United States.

The Quality Assurance & Advocacy Lead Analyst plays a key role in protecting the reliability and service quality of time-critical logistics operations. This position combines customer advocacy, operational analysis, quality assurance, and corrective action to resolve complex issues and prevent them from recurring. You will investigate escalations, analyze operational data, identify root causes, and translate findings into practical improvements. The role works closely with Operations, Quality, Account Management, and other cross-functional teams to strengthen processes and customer outcomes. You will also review client communications and provide actionable feedback that supports stronger service delivery. This is an analytical, detail-oriented opportunity for someone who wants to build a quality-first culture and drive meaningful operational improvements.

• 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.

• 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.

• 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.