VOC Risk Sensing  Data Analyst


Position Summary:

VOC Risk Sensing Data Analyst will be responsible for Examination and measurement of major data initiatives including call data, contact transaction ticket information, call voice recording as well as warranty data across all customer-facing channels. Strong business communication skills with a deep analytical understanding are needed to:
1) Successfully build groundbreaking analytic solutions in a risk sensing data environment and
2) Interface daily with Service Operation, Contact Center, and Product Support teams.


Essential Duties and Responsibilities 

• Being responsible for collecting, monitoring, and collating data to prevent VOC risks 
• Discover and apply insights from  datasets of structured, semi-structured, and unstructured data
• Combine strengths in data management, analysis, applied statistics, and visualization capabilities
• Develop data analysis solutions based on descriptive analyses and predictive models
• Collaborate with Contact Center, Service Operation, Product Support, and Engineering teams to ensure that requirements for integration, security, data quality and cross functional usage are addressed

Necessary Knowledge/Skills

• The  ability to understand technical functions of Mobile communication device or product
• Develop and maintain excellent working relationships with all assigned levels within the company 
• The ability to gather and analyze data from multiple sources, prepare spreadsheets, charts, graphs and tables of information and to plan and prioritize multiple work assignments.
• The ability to read, write, provide critical data review and prepare reports
• Work independently and in a team environment in order to achieve personal and team goals and complete assignments within established time frames. 


Physical/Mental Demands and Working Conditions: 

Work is generally performed in an office environment. Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time.  Requires considerable (90%+) work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity.  The movement and transportation of equipment, most of the time is under 25 pounds. Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenge, some language barriers, and project management deadlines. Machines, tools, equipment, and work aids include printers, copiers, faxes, and other equipment commonly associated with an office work area.  May require working additional hours beyond normal schedule. Travel varies depending on position. Consistently demonstrates a commitment to policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities.




Qualification/Experience 

• Bilingual preferred (English required and Korean preferred)
• Ability to communicate complex quantitative analysis in a clear, precise, and actionable manner.
• 1+ years’ in-depth data capture, metrics, reporting and analysis experience
• Requires a bachelor's degree  in Mathematics, Computer Science, Engineering, or Economics required 
• Proven Excel, Access experience