About GM
There's never been a more exciting time to work for General Motors.
To achieve our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion, we need people to join us who are passionate about creating safer, better and more sustainable ways for people to get around. This bold vision won't happen overnight, but just as we transformed how the world moved in the last century, we are committed to transforming how we move today and in the future.
Why Work for Us
Our culture is focused on building inclusive teams, where differences and unique perspectives are embraced so you can contribute to your fullest potential as you pursue your career. Our locations feature a variety of work environments, including open work spaces and virtual connection platforms to inspire productivity and flexible collaboration. And we are proud to support our employees volunteer interests, and make it a priority to join together in efforts that give back to our communities.
Job Description
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 3+ 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, etc.
* Prior experience in analytical modeling
* Scripting skills to perform data manipulation (e.g., Python, SAS)
* Strong SQL skills, ability to perform effective querying involving multiple tables and subqueries.
* 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
Please only apply if you DO NOT need sponsorship to work in the Unites States now or in the future. We are unable to consider candidates who require sponsorship.
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
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