Volt - Springfield, IL
posted 5 months ago
As a Quality and Customer Feedback Data Analyst at Volt, you will play a crucial role in enhancing customer satisfaction and product quality for a leading automotive manufacturer. Your primary responsibilities will include assisting the Senior Manager in developing and updating weekly Voice of the Customer (VoC) reports, which are essential for understanding customer sentiments and identifying emerging and recurring issues. You will analyze survey verbatim comments to quantify the frequency and magnitude of customer concerns, providing valuable insights that will inform product improvements and customer service strategies. In this role, you will also coordinate contributions from the Quality and Customer Care departments, ensuring that all relevant data is captured and analyzed effectively. You will assist in mapping customer-facing education documents and videos with survey questions and response options, which is vital for aligning customer expectations with product offerings. Additionally, you will help define Product Quality alerts, monitor survey health metrics such as deliveries, completions, unsubscribes, and bounces, and maintain databases and workflows to support comprehensive reporting and analysis. Your work will involve cleaning, validating, and joining data sets to facilitate data linkage and aggregation, which are critical for accurate analysis. You will participate in user acceptance testing (UAT) to ensure that reports and dashboards are functioning correctly and that any issues or errors are promptly identified and addressed. This position is a full-time opportunity, initially offered as a long-term temporary role for six months, with a strong possibility of extension. The working hours are Monday to Friday from 8 AM to 5 PM, and the position is hybrid, requiring three days onsite and two days remote.