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Quality and Customer Service Data Analyst/Project Manager

2 months ago

Olympia, Washington, United States VOLT Management Full time
Job Title: Quality and Customer Service Data Analyst/Project Manager

Volt Management is seeking a highly skilled Quality and Customer Service Data Analyst/Project Manager to join our team in Fountain Valley, CA.

Job Summary:

We are looking for a detail-oriented and organized individual to assist in developing and updating weekly Voice of the Customer (VoC) reports, identify emerging and recurring customer issues, analyze survey verbatim comments, and quantify frequency/magnitude of issues. The ideal candidate will have experience in data analytics, customer service centricity, and advanced MS Excel skills.

Key Responsibilities:
  • Develop and update weekly VoC reports
  • Identify emerging and recurring customer issues
  • Analyze survey verbatim comments
  • Quantify frequency/magnitude of issues
  • Coordinate contributions from Quality and Customer Care departments
  • Assist in mapping customer-facing education documents and videos with survey questions and response options
  • Monitor survey health (deliveries, completions, unsubscribes, bounces) in the form of reports
  • Clean, validate, and join data sets to aid in data linkage, aggregation, and analysis
  • Maintain databases and workflows to support reporting and analysis
  • Participate in user acceptance testing (UAT) to ensure reports and dashboards are reviewed, and issues/errors are identified
Requirements:
  • Experience in data analytics/data analysis
  • Customer service centricity - ability to communicate with cross-functional teams
  • Advanced MS Excel skills; pivot tables, v look ups, and formulas
  • Experience with Tableau preferred
  • Completed Bachelor's degree in Statistics, Data Analytics, Computer Science, or related field
  • Excellent oral and written communication skills
  • Organized and detail-oriented
  • Ability to work with a variety of personalities
What We Offer:

Volt Management offers a competitive pay rate of $35-40/hour, based on eligibility, and a range of benefits, including health, dental, vision, term life, short-term disability, AD&D, 401(k), sick time, and other types of paid leaves. We are an Equal Opportunity Employer and prohibit any kind of unlawful discrimination and harassment.