Quality Reporting Analyst - Consumer Services

Quality Reporting Analyst - Consumer Services 

Location: Beaverton, OR

Exp 2-5 yrs

Deg Bach

Relo

Bonus

Job Description

 Consumer Services handles direct to consumer support via phone, email, chat, social media and self-help. We ensure that the consumer interaction between Nike and the consumer is a premium experience and represents the our voice. Consumer Services collects consumer feedback, tracks NPS, and provides voice of the consumer insight back to the business for product, marketing and process improvements.

As our Quality Reporting Analyst, you’ll support the goal of providing exceptional consumer experiences by completing data analysis on external and internal quality & consumer satisfaction results. This position naturally requires extensive data mining and analysis of the external consumer satisfaction data. You’ll also be responsible for developing and maintaining standard and ad-hoc reports that contain actionable data for Consumer Services and other key stakeholder organizations to improve the services we provide to our end consumer.

More specific activities include:

Coding and categorizing consumer feedback using the survey raw data to allow for clear identification of key drivers impacting the consumer experience

Completing drill down analysis of survey results by agent, contact type, and category

Assisting in the identification of key drivers of dissatisfaction, neutral responses, and unresolved issues

Continually seeking ways to data mine internal and external quality results, sales, and operational data in an effort to improve efficiency, develop individual team members, and to improve the overall consumer experience

Using all data available assist in identifying gaps in training and in the overall quality program

Supporting the Director Business Insights in the summarization of results that will be provided to senior management and key stakeholders

Creating and maintaining weekly, monthly, quarterly, and annual reports for consumer services and key stakeholders

Providing summary reporting on performance by contact type and category to assist senior management in measuring success and opportunities

Creating a process of identifying and reporting critical follow-ups to the appropriate parties

Continually seeking opportunities to create and enhance reports based off of results and changes within the business

Building and maintaining documentation on reporting processes

Requirements for this position include:

Bachelor's degree, in a related discipline, or equivalent experience

Minimum 3 years’ experience in an analyst role completing extensive and complex data mining, analysis, and reporting from a variety of data sources

At least 2 years’ experience working in a fast-paced and multi-tasking environment.

Ability to read, speak and write Chinese required.

Must be extremely proficient with Microsoft Office products (Outlook, Word, Excel, & Power Point)

Tableau experience a plus

Beginning to moderate SQL experience desirable

At least 1 year experience using web-based service and/or e-commerce tools preferred.

Previous experience as an analyst in a contact center environment preferred

IDEAL CANDIDATE

Ideal candidate will have the ability to use SQL, Advanced PowerPoint, Advanced Excel and Tableau in addition to reading, speaking and writing Mandarin fluently which is REQUIRED. Experience in a call/contact center environment highly desired.