Quality & Customer Service Data Analyst / Project Manager

$72,800 - $83,200/Yr

Volt - Raleigh, NC

Full-time - Entry Level

Hybrid - Raleigh, NC

Administrative and Support Services

About the position

Start working the way you have imagined with a top automotive manufacturer! Volt is immediately hiring a Quality and Customer Feedback Data Analyst / Project Manager in Fountain Valley, CA. As a Quality and Customer Feedback Data Analyst Project Manager, you will play a crucial role in enhancing customer satisfaction and product quality by analyzing customer feedback and coordinating with various departments. Your primary responsibilities will include assisting the Senior Manager in developing and updating weekly Voice of the Customer (VoC) reports, identifying emerging and recurring customer issues, and analyzing survey verbatimments to quantify the frequency and magnitude of these issues. You will also be responsible for calculating metrics and coordinating contributions from the Quality and Customer Care departments. In addition, you will assist the Senior Manager in mapping customer-facing education documents and videos with survey questions and response options. You will help define Product Quality alerts and monitor survey health, including deliveries, completions, unsubscribes, and bounces, in the form of reports. The scope of data and information you will handle includes customer feedback surveys (response data and questionnaires) and customer-facing education documents and videos. You will be expected to clean, validate, and join data sets to aid in data linkage, aggregation, and analysis, as well as maintain databases and workflows to support reporting and analysis. Participation in user acceptance testing (UAT) will be part of your role 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 temp for 6 months, with a strong possibility of being extended and potential to go permanent. The position offers a hybrid work model, requiring three days onsite and two days remote, with hours from Monday to Friday, 8 AM to 5 PM.

Responsibilities

• Assist Sr Mgr in developing and updating weekly Voice of the Customer (VoC) reports
• Identify emerging and recurring customer issues
• Analyze survey verbatimments
• 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 the definition of Product Quality alerts
• Monitor survey health (deliveries, completions, unsubscribes, bounces) in the form of reports
• 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 - ability to communicate with cross functional teams
• Advanced MS Excel skills; pivot tables, v look ups and formulas
• Experience with Tableau preferred
• Completed Bachelors 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
• 401(k)
• Sick time
• Employee Assistance Program (EAP)