Volt - Honolulu, HI
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 comments, and quantifying the frequency and magnitude of these issues. This analysis will help in calculating relevant metrics that inform decision-making processes. In this position, you will coordinate contributions from the Quality and Customer Care departments, ensuring that all relevant data is collected and analyzed effectively. You will also assist in mapping customer-facing education documents and videos with survey questions and response options, which is crucial for aligning customer feedback with educational resources. Monitoring survey health, including deliveries, completions, unsubscribes, and bounces, will be part of your responsibilities, and you will present this information in the form of reports. The scope of your work will include cleaning, validating, and joining data sets to aid in data linkage, aggregation, and analysis. You will maintain databases and workflows to support reporting and analysis, and participate in user acceptance testing (UAT) to ensure that reports and dashboards are accurate and functional. Additionally, you will complete miscellaneous tasks to support departmental needs, making this a dynamic and engaging role. 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 employment. The working hours are Monday to Friday from 8 AM to 5 PM, with a hybrid work model that includes three days onsite and two days remote.