Job Brief
This role is responsible for supporting both Human Resources (HR) and Client Experience teams in the administration of employee and client feedback systems. The role also requires driving data integrity of various data sources and delivering key insights through reporting and data visualization.
Duties & Responsibilities
- Support HR and Client Experience teams with the administration of AECOM’s experience management tool, Qualtrics. This includes user access, survey, and message programming, generating project-relevant participant lists, helpdesk monitoring, and various User Acceptance Testing (UAT) activities.
- Assess data requests needs and perform data gathering and analysis procedures to accurately generate requested/routine reports and data trends.
- Perform timely generation and distribution of periodic and ad hoc client feedback reports.
- Support the integration of internal systems with Qualtrics. Monitor success/failure reports, reconcile mismatches, perform data quality checks.
- Contribute expertise with reports management and data design and perform data visualization and robust analysis through various dashboards and reports.
- Conduct dashboard and reports audits to ensure data integrity across feedback systems and reporting dashboards.
- Perform maintenance, troubleshooting and UAT activities for various client feedback management systems
- Identify eligible projects for client survey, conduct project sample cleansing, and prepare for Project Manager review and verification.
- Manage moderately complex tasks, projects, and priorities and share relevant updates and issues to Team Lead and Manager
- Manage tickets, and monitor employee survey mailbox; troubleshoot, resolve, and respond to requests and queries.
- Escalate issues and recommend resolutions to the Team Lead for timely. May support junior members of the team in addressing routine issues within the assigned processes.
- Maintain the SOP/DTP of current processes and incorporate documentation updates as required.
- Propose alternatives in identified issues and assist in investigating and in resolving common and unusual issues.
- Contribute to various and simultaneous process improvement initiatives to streamline processes, improve customer experience, and increase productivity.