Volt Management Corp - Augusta, ME
posted 4 months ago
Volt is immediately hiring a Quality and Customer Feedback Data Analyst / Project Manager in Fountain Valley, CA. In this role, you will assist the Senior Manager in developing and updating weekly Voice of the Customer (VoC) reports, which are crucial for understanding customer feedback and improving service quality. You will be responsible for identifying emerging and recurring customer issues, analyzing survey verbatim comments, and quantifying the frequency and magnitude of these issues. Additionally, you will calculate various metrics that help in assessing customer satisfaction and product quality. Your responsibilities will also include coordinating contributions from the Quality and Customer Care departments, ensuring that all relevant data is collected and analyzed effectively. You will assist in mapping customer-facing education documents and videos with survey questions and response options, which is essential for aligning customer feedback with educational resources. The role requires you to monitor survey health, including deliveries, completions, unsubscribes, and bounces, and report these findings to the team. The scope of data and information you will handle includes customer feedback surveys, response data, questionnaires, and customer-facing education documents and videos. You will need to clean, validate, and join data sets to aid in data linkage, aggregation, and analysis. Maintaining databases and workflows to support reporting and analysis is also a key part of your job. You will participate in user acceptance testing (UAT) to ensure that reports and dashboards are reviewed thoroughly, and any issues or errors are identified and addressed. Finally, you will complete miscellaneous tasks to assist in supporting the department's needs. This is a full-time opportunity, long-term temporary position for 6 months, with a strong possibility of extension and potential to become permanent. 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.