Quality and Customer Service Data Analyst/Project Manager
4 weeks ago
Job Summary:
Volt is seeking a Quality and Customer Service Data Analyst/Project Manager to join our team in Fountain Valley, CA. As a key member of our Quality and Customer Feedback team, you will be responsible for developing and updating weekly Voice of the Customer (VoC) reports, identifying emerging and recurring customer issues, and analyzing survey verbatim comments.
Key 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
- Calculate metrics
- 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 the 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.
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