Volt - Jackson, MS
posted 4 months ago
Volt is seeking a Quality and Customer Feedback Data Analyst / Project Manager to join our team in Fountain Valley, CA. This role is pivotal in enhancing customer satisfaction through data analysis and project management. The successful candidate will assist the Senior Manager in developing and updating weekly Voice of the Customer (VoC) reports, which are essential for understanding customer sentiments and improving service quality. You will be responsible for identifying emerging and recurring customer issues, analyzing survey verbatim responses, and quantifying the frequency and magnitude of these issues to provide actionable insights. In this position, you will also calculate various metrics that help in assessing customer feedback and satisfaction levels. Coordination with the Quality and Customer Care departments is crucial, as you will assist in mapping customer-facing education documents and videos with survey questions and response options. Additionally, you will play a key role in defining Product Quality alerts and monitoring survey health metrics such as deliveries, completions, unsubscribes, and bounces, all of which will be reported regularly. Your scope of work will include cleaning, validating, and joining data sets to facilitate data linkage, aggregation, and analysis. You will maintain databases and workflows that support reporting and analysis, ensuring that all data is accurate and up-to-date. Participation in user acceptance testing (UAT) is also part of your responsibilities, where you will ensure that reports and dashboards are thoroughly reviewed and any issues or errors are identified and addressed. This role may also involve completing miscellaneous tasks to support departmental needs, making it a dynamic and engaging position. This is a full-time opportunity with a long-term temporary position lasting six months, with a strong possibility of extension and potential for permanent placement. The working hours are Monday to Friday from 8 AM to 5 PM, and the position offers a hybrid work model, requiring three days onsite and two days remote.