Data Analyst – Global Quality Team

Job Description

Job Description

This is a remote position; the selected candidate can reside and perform the work from anywhere within the United States.

The CX - Global Quality Team is responsible for overseeing the customer experience for all global contact centers. The team is responsible for driving continues improvements to the customer service delivery by setting Global Quality expectations and standards by managing the global quality governance, provide insights, tools, education/coaching, processes and guidelines to ensure we deliver a best-in-class customer experience.

Roles and Responsibilities:

The Data Analyst is required to accelerate predictive modeling and analytics in the CX Quality team. The Data Analyst will need to:

• see solutions in sprawling data sets and have a business mindset to convert insights into strategic opportunities
• bring teams of people together to solve enterprise problems.
• provide operations with actionable data to develop and coach Contact Center Advisors to provide a best in class customer experience.
• lead cross-functional projects using advanced data modeling and analysis techniques to discover insights that will guide strategic leadership decisions and uncover CX optimization opportunities.

The Analyst will perform descriptive analysis, design and measure experiments with statistical rigor and visualize data to deliver actionable insights. The Analyst is the analytics expert working with cross-functional teams, using data to inform strategy and uncover areas of opportunity to enhance the customer experience.

The Analyst focus will be on integrating large volume of data, analyzing the data from across the global business and designing reports and create insights and actionable data that drive operational performance improvements.

• Implement automated processes for tracking data quality and consistency
• Perform impact assessment and deep dive analysis to ensure data integrity, usability and completeness
• Acquires and compiles structured and unstructured data and verifies its quality, accuracy and reasonableness.
• Designs experiments, develops measurement plans, and tests hypotheses.
• Performs analyses of historical data to surface trends and insights using advanced analytical methods.
• Analyze key metrics to uncover trends and root causes of issues
• Prepares and delivers visualizations and internal presentations that translate analytic insights into tangible, actionable solutions for business partners to implement.
• Develops, owns, and manages recurring analytic or reporting processes.
• Design, develop and maintain scalable, automated, user-friendly systems, reports, dashboards, etc. that will support our analytical and business needs
• Capture the right metrics to influence stakeholders and measure success
• Work across teams with different stakeholders to prioritize and deliver data and reporting

The Analyst will be engaged in solving real global Quality problems, finding opportunities for improvement across multiple projects, teams and business units.

Additional Job Description

Required Experience/Qualifications:

• Undergraduate degree (BA/BS) in an analytic/quantitative field. Master’s degree preferred.
• A minimum of 5+ years of relevant professional experience in a data analysis role.
• Contact Center Quality experience is a plus
• Proficiency with Quality tools: example: speech analytics and call recording tools – (Clarabridge). Ability to understand data and manipulate/operate data and ‘configure’ the applications.
• Data Visualization and Storytelling Certification preferred
• Proven experience in creating reports, actionable insights, and stories
• Good understanding Database design and data modeling concepts
• Proven experience in Minitab or equivalent statistical modeling tool
• Ability to quickly pattern spot and surface actionable insights, separate signal from noise.
• Comfortable finding the meaning in data, turning data into stories, and presenting data.
• Experienced team player with positive can-do attitude, energetic and proactive
• Broad knowledge of basic statistics and statistical interpretation of quantitative data
• Experience with data visualization tools: Power BI, Tableu to create dashboard
• Prior experience in analytical modeling
• Scripting skills to perform data manipulation ( Python, SQL,SAS)
• Strong Python, SQL skills, ability to perform effective querying involving multiple tables and subqueries.
• Proven expereince with Machine Learning, text analyst, NLP and LTK
• Strong problem solving, quantitative and analytical abilities.
• Strong ability to plan and manage numerous processes, people, and projects simultaneously.
• Excellent communication, collaboration, and delegation skills.
• Understanding of and experience using analytical concepts and statistical techniques: hypothesis development, designing tests/experiments, analyzing data, drawing conclusions, and developing actionable recommendations for business units.
• Experience working with and creating databases and dashboards using all relevant data to inform decisions.
• Ability to work as part of a team in a highly collaborative way: listening to others input, values outside perspectives, continuously seeking feedback

Compensation: The median level of salary compensation for this role is $109,283.
Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.

Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.

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About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statements

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] . In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.