Volt - Richmond, VA
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 calculate various metrics that reflect customer feedback and coordinate contributions from both the Quality and Customer Care departments. A key aspect of your role will involve mapping customer-facing education documents and videos with survey questions and response options, ensuring that all customer interactions are aligned with their feedback. You will also assist the Quality & Customer Feedback team in defining Product Quality alerts and monitoring survey health, which includes tracking deliveries, completions, unsubscribes, and bounces through detailed reports. Your work will encompass cleaning, validating, and joining data sets to facilitate data linkage, aggregation, and analysis. You will maintain databases and workflows that support reporting and analysis, and participate in user acceptance testing (UAT) to ensure that reports and dashboards are thoroughly reviewed, with any issues or errors identified and addressed. Additionally, you will complete miscellaneous tasks to support departmental needs, contributing to a collaborative and efficient work environment. This is a full-time opportunity with a long-term temporary position lasting 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, and the position offers a hybrid work model, requiring three days onsite and two days remote.