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VOC Data Analyst (Customer Care Division) / Ridgefield Park, NJ / Business / AM743717

Ridgefield Park, NJ
This position will work remotely until offices re-open.
 
PURPOSE OF POSITION:
The overall purpose of this position is to increase productivity and effectiveness amongst those associated with VOC operations through daily VOC data analysis.
 
 
ESSENTIAL DUTIES & RESPONSIBILITIES:
Duties & Responsibilities
1. Analyze various VOC incoming claims data and provide result in order to identify trends and areas of improvement
- In-depth analysis based on specific criteria and requests
- Prepare presentation and/or analyze VOC data to show trends
 
2. Provide customer’s journey history on escalation and summarize the issue and root cause
 
Must-haves:
• Service related experience – must have experience dealing with customers and understanding of customer service to identify and resolve escalations/issues
• Data analyst experience
• Ability to perform deep dive analysis into customer issues/root causes
• Very strong Excel skills including
• Pivot tables & v-lookup, basic formulas and functions
• Macros (a huge bonus)
• Very strong Power Point skills including
• Presentation/graphic skills
• Strong organization skills
• Strong communication skills
• Strong multi-tasking skills
• Self-Driven
 
Education: College degree preferred but not required Years of experience:
• 2+ data analyst experience
 
MAJOR CONTACTS:
- Field Service (RSM/Repair operation/Service network manager)
- Exchange/Refund department
- Contact center (Vendor manager)
- Training and Knowledge base team.
 

BTI Recruiting Team
recruiting@btisolutions.com
BTI Solutions
801 E Campbell Rd. Suite 230, Richardson, Texas 75081, USA
Office:+1-972-992-0030, Fax:+1-972-992-0050
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