Volt - Annapolis, MD
posted 4 months ago
Volt is seeking a Quality and Customer Feedback Data Analyst / Project Manager to join our team at a leading automotive manufacturer 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, 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. The position involves monitoring survey health, which includes tracking deliveries, completions, unsubscribes, and bounces, and presenting this information in report form. The scope of data and information includes customer feedback surveys, response data, questionnaires, and customer-facing educational materials. The analyst will also be responsible for cleaning, validating, and joining data sets to facilitate data linkage, aggregation, and analysis, as well as maintaining databases and workflows to support reporting and analysis. Participation in user acceptance testing (UAT) is also a key responsibility, ensuring that reports and dashboards are thoroughly reviewed and that any issues or errors are identified. The role may require 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 employment. The working hours are Monday to Friday from 8 AM to 5 PM, with a hybrid work model of three days onsite and two days remote.