(Archived) Global Dx, Customer Care Data Analyst

Location: U.S. Remote (East Coast Timezone)

JOB SUMMARY: A self-starter Data Analyst responsible for providing database and analytical support for multiple initiatives, projects and programs focused on our Call Centers (both Domestic and International). Responsibilities include working with structured and unstructured data from multiple systems. This Colleague will focus on the Customer’s experience, build pareto, advocate for improvements and ensure awareness and organizational alignment.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Leads work activities, planning and organizing work maintaining work on schedule so that ongoing customer satisfaction is maintained.
• Identifies and implements strategies and efficiencies to enhance customer experience and align with business operations.
• Communicates with other related departments to coordinate work and resolve issues as needed.
• Provides internal and external customer feedback and leads/participates in teams related to new or ongoing project work and other areas as needed.
• Leads/contributes to process/other improvements based on evaluation of existing procedures and business needs.
• Utilizes data, metrics and system tools to ensure efficiency and to maximize customer experience. Identifies problems, obstacles and opportunities and proactively takes action to address issues. Strives for continuous improvement.
• Leads maintenance of internal technology and systems resources within own group(s). Coordinates with related technology areas, vendors and others as needed to resolve issues, perform system upgrades and maintain ongoing functionality.
• Prepares reports and other information summarizing work activities and reports results to peer groups as well as senior management. Prepares various analyses as needed to highlight issues and resolve questions.
• Maintains knowledge of Company business and data management knowledge as well as changes and developments in the industry affecting work activities. May participate in outside industry groups and forums related to business activities.

REQUIRED SKILLS AND ABILITIES:

• Coding skills in languages such as SQL, Python and/or R
• Experience with statistical software (e.g., Stata, SPSS)
• Knowledge of data gathering, cleaning and transforming techniques
• Reporting and data visualization skills using software like Tableau
• Understanding of data warehousing and ETL techniques
• Proficiency in Microsoft Excel
• Ability to set and meet deadlines
• Experience with statistical software
• Technical writing skills
• Excellent attention to detail
• Ability to QA and troubleshoot data
• Strong/advanced presentation skills; ability to present and explain product information to all audiences
• Strong personal computer skills, including Microsoft Office
• This position would also require managing external customer relationships and travel both domestically and internationally (up to 25%).
• Performs other duties as assigned.