Quality and Customer Service Data Analyst/Project Manager

3 weeks ago

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

Volt 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 centric skills, advanced MS Excel skills, and experience with Tableau.

Responsibilities:
  • Assist Sr Mgr in developing and updating weekly Voice of the Customer (VoC) reports
  • Identify emerging and recurring customer issues
  • Analyze survey verbatim comments
  • Quantify frequency/magnitude of issues
  • Coordinate contributions from the Quality and Customer Care departments
  • Assist Sr Mgr in the mapping of customer-facing education documents and videos with survey questions and response options
  • Assist the Quality & Customer Feedback team in the definition of Product Quality alerts
  • 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
  • Complete miscellaneous tasks to assist in supporting the department needs
Requirements:
  • Experience in data analytics/data analysis
  • Customer service centric - ability to communicate with cross functional teams
  • Advanced MS Excel skills; pivot tables, v look ups and formulas
  • Experience with Tableau preferred
  • Completed Bachelors 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
Benefits:

Volt offers benefits (based on eligibility) that may include health, dental, vision, term life, short term disability, AD&D, 401(k), Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).

Volt is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates.

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