Volt - Des Moines, IA
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 and product quality 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, identifying emerging and recurring customer issues, and analyzing survey verbatimments. The role requires quantifying the frequency and magnitude of issues, calculating relevant metrics, and coordinating contributions from the Quality and Customer Care departments. In addition, the analyst will assist in mapping customer-facing education documents and videos with survey questions and response options, and help define Product Quality alerts. Monitoring survey health, including deliveries, completions, unsubscribes, and bounces, will also be a key responsibility, with findings reported regularly. The scope of data and information includes customer feedback surveys and customer-facing educational materials. The analyst will be responsible for cleaning, validating, and joining data sets to facilitate data linkage, aggregation, and analysis, while maintaining databases and workflows to support reporting and analysis. Participation in user acceptance testing (UAT) is essential to ensure that reports and dashboards are thoroughly reviewed and any issues or errors are identified. The role may also involve completing miscellaneous tasks to support departmental needs. This is a full-time opportunity, initially a long-term temporary position for 6 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, with a hybrid work model requiring three days onsite and two days remote.