Quality & Customer Service Data Analyst / Project Manager

$72,800 - $83,200/Yr

Volt - Springfield, IL

Full-time - Entry Level

Hybrid - Springfield, IL

Administrative and Support Services

About the position

The Quality and Customer Feedback Data Analyst / Project Manager role at Volt involves supporting the Quality and Customer Feedback team in analyzing customer feedback data and enhancing product quality through effective reporting and communication. The position requires collaboration with various departments to identify customer issues and improve customer-facing materials, ensuring a high level of service and satisfaction.

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 mapping customer-facing education documents and videos with survey questions and response options
• Assist the Quality & Customer Feedback team in defining Product Quality alerts
• Monitor survey health (deliveries, completions, unsubscribes, bounces) in the form of reports
• Scope of data includes customer feedback surveys and customer-facing education documents
• 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 with ability to communicate with cross functional teams
• Advanced MS Excel skills including pivot tables, v look ups and formulas
• Experience with Tableau preferred
• Completed Bachelor's 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

• Health insurance
• Dental insurance
• Vision insurance
• Term life insurance
• Short term disability
• AD&D insurance
• 401(k)
• Sick time
• Employee Assistance Program (EAP)