Customer Satisfaction/Quality Metrics Analyst

Customer Satisfaction Analyst / Quality Metrics Analyst

Responsibilities:

Quality Business Intelligence (QBI) Analysis

• Create user-friendly reporting tools and scorecards for users and for quality leadership review and action
• Responsible for formulating, formatting, publishing, and analyzing global quality metrics the 1st week of every month
  • Pull data from multiple systems as soon as available and review preliminary results with sites and staff before rolling up and releasing error-free reports
  • Provide timely charts and summaries based on the data results, noting the key messages to upper management about trends or significant aspects of the data.
• Act as an administrator for the QSYS CCM complaint management cross-divisional system used globally in Aptiv.
  • Train users on deployed tools & maintain system documentation
  • Answer user questions in team calls, chats, and one-on-one as required
  • Provide Customer Quality Engineers with returned material authorization numbers for tracking of returned inventory.
  • Post data for analysis in Qlik Cloud applications, and work with IT on any new visualizations required
• Engage in Customer First and Voice of the Customer scorecard reviews to manage SharePoint postings
• Learn and continually improve the existing data summaries and tools as business requirements and organizational structures change, or opportunities are recognized

• Bachelor's degree in Business, Information Systems, and/or Engineering
• 1-3 years of experience in a similar position
• Proficient English
• Customer service oriented
• Ability to communicate globally - contacts daily with Europe, Asia, and North America
• Demonstrated proficiency using Microsoft (Excel, SharePoint, Access, PowerPoint)
• Experience with SAP & databases is preferred