Volt - Concord, NH
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, identifying emerging and recurring customer issues, and analyzing survey verbatimments. You will quantify the frequency and magnitude of issues, calculate metrics, and coordinate contributions from the Quality and Customer Care departments. Additionally, you will assist in mapping customer-facing education documents and videos with survey questions and response options, and help define Product Quality alerts for the Quality & Customer Feedback team. Monitoring survey health is a key responsibility, which includes tracking deliveries, completions, unsubscribes, and bounces in the form of reports. The scope of data and information you will work with includes customer feedback surveys (response data and questionnaires) and customer-facing education documents and videos. You will also be responsible for cleaning, validating, and joining data sets to aid in data linkage, aggregation, and analysis, as well as maintaining databases and workflows to support reporting and analysis. Participation in user acceptance testing (UAT) is essential to ensure that reports and dashboards are reviewed, and any issues or errors are identified. You will also 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, with a hybrid work model requiring three days onsite and two days remote.