[Hiring] Quality Assurance and Advocacy Analyst I @Airspace

Role Description

The role involves analyzing orders with customer complaints and providing constructive feedback on calls. The position is responsible for ensuring consistent quality of service by enforcing company procedures and policies.

• Provide solutions and assistance to Operations and QA&A team members.
• Continuously recommend improvements to procedures and policies throughout the organization.
• Participate in real-time order analysis when requested, required, or needed.
• Research customer satisfaction issues, develop corrective action plans, and monitor results through to closure.
• Analyze calls and provide constructive feedback to ensure Operation Specialists deliver the highest standard of communication.
• Communicate proactively with the QA&A team on problems and issues.
• Provide input to QA&A and work collaboratively to achieve improved results.
• Ensure operational compliance with all regulatory requirements.
• Review and evaluate orders without error codes.
• Perform additional duties as assigned by the Director for QA&A and/or Lead Analyst of QA&A.

Qualifications

• Excellent verbal and written communication skills, including the ability to prepare and present reports.
• Effective critical thinking and analytical reasoning skills.
• Strong skills in communication, problem-solving, and decision-making.
• Time management ability to organize and manage multiple priorities and tasks.
• Creative, strategic, analytical, organizational, and leadership capabilities.
• Complete understanding of the company's products, services, mission, goals, and strategic business goals.
• Computer proficiency in Microsoft Office Suite (Word, Excel, and PowerPoint).
• Ability and willingness to work extended hours, evenings, and weekends as business needs require.
• Proficiency in platforms utilized by Airspace and Airspace QA&A (Package Tracker, ZenQMS, Zendesk, and WorkRamp).

Requirements

• Hourly pay range: $25.00 - $30.00.
• Working hours: 08:00 - 16:30 EDT.

Benefits

• Join a team of 300+ technologists, futurists, and industry veterans.
• Opportunity to work in a rapidly growing company focused on time-critical logistics.

Core Values

• We are One Team: We believe we all accomplish more when we are working together.
• We make an Impact: We are determined to have a positive influence on our environment, our customers, our industry, and our world.
• We are Passionate: We care deeply about our mission and are not afraid to raise the bar.
• We are Transparent: We pride ourselves on having open, honest, and sincere communication with our team and customers.
• We are Innovative: We never settle and are always striving to improve our product, service, and ourselves.