Volt - Dover, DE
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 also calculate various metrics and coordinate contributions from the Quality and Customer Care departments to ensure a comprehensive approach to customer feedback. A key aspect of your role will involve mapping customer-facing education documents and videos with survey questions and response options, which will help in aligning customer expectations with service delivery. You will monitor survey health metrics, including deliveries, completions, unsubscribes, and bounces, and present these findings in report formats. The scope of your work will include cleaning, validating, and joining data sets to facilitate data linkage, aggregation, and analysis. You will maintain databases and workflows that support reporting and analysis, ensuring that all data is accurate and up-to-date. Participation in user acceptance testing (UAT) is also a critical part of this role, where you will ensure that reports and dashboards are thoroughly reviewed and any issues or errors are identified and rectified. Additionally, you will complete miscellaneous tasks to support departmental needs, contributing to a collaborative and efficient work environment.