Call Center Data Analyst

Overview

2020 Companies has an immediate full-time Call Center Data Analyst role representing our client, Samsung Electronics America.

2020 Companies has partnered with Samsung Electronics America to hire passionate, tech savvy, Samsung enthusiasts as a dedicated Call Center Data Analyst. This role will ultimately be responsible for analyzing business issues and data challenges of internal and external client organizations in a retail environment. Partnering with key users to identify and scope process improvement opportunities and offering system training and report-writing services to ensure maximum utilization of existing tools.

Your Role as a Call Center Data Analyst is to:

• Conduct daily/weekly/monthly/Ad-Hoc reporting on product quality issues through analysis of internal call center voice of customer data
• Monitoring device quality and performance metrics throughout product life cycle
• Assist data management with development & maintenance of the reporting process; documenting & reporting database errors and Issues,
• Aiding in special project development (as needed)
• Conduct daily, weekly & monthly analysis of service tracking data, including critical points for improvement. Presenting data to leadership (as requested).
• Work closely with device quality management to provide analytic support (reporting on device quality and performance, etc.).
• End-to-end comprehension, communication, and ownership of technical issues to device quality management engineers.
• Coordination with other internal departments, supporting quality reporting improvement plans (as needed).

We are looking for someone who:

• Ideal candidate is a recent college graduate with Associate’s Degree in Social Media Analytics or Data Analysis
• HS diploma (or equivalent) and 2-3 years customer service/consumer electronics experience with data analysis will be considered
• High proficiency in MS Office suite applications including Excel and PowerPoint to report findings. Advanced skills (Boolean language searching, pivot tables, formulas, graphing) needed for proper application of reports at management/executive level
• Critical thinker with efficient time management skills and excellent analytical /problem solving abilities
• Previous experience with targeted internet search tools (Brandwatch, Crimson Hexagon, etc.) is a plus.

Job Contact

Duties and Responsibilities

Job Description:

• Analyze business issues and data challenges of internal and external client organizations in a retail environment
• Partner with key users to identify and scope process improvement opportunities
• Offer system training and report-writing services to ensure maximum utilization of existing tools
• Review and edit user requirements, specifications, business processes flows and recommend relevant solutions
• Develop functional specifications and system design specifications to drive development and testing
• Formalize business case development, project planning, and presentations to management for approval
• Ensure issues are identified, tracked, reported on and resolved in a timely manner
• Work with client personnel to identify required changes
• Communicate needed changes to development team
• Gather input from supervisor and appropriately and accurately apply comments/feedback
• Advise stakeholders and management of progress, risk indicators, and mitigation efforts
• Perform all other duties as assigned

Performance Measurements:

• Completion of projects, change requests, and reports by promised date
• Adherence to financial budgets of projects and outside services
• Delivery and acceptance of requested functional capabilities

Qualifications:

• Bachelor degree in relevant programs required; business, analytics, economics, etc.
• Minimum of 3 years' experience gathering and analyzing business requirements driving IT solutions
• Retail execution or merchandising experience a plus!
• Experience documenting user requirements, functional specifications, flow charts, and use cases
• Strong analytical, problem-solving, planning and organizational skills
• Strong verbal, written, and presentation skills
• Proficiency using Visio, Excel (for data analysis), Word, and PowerPoint are required