SAMSUNG ELECTRONICS AMERICA, INC.
JOB TITLE: Data Analyst (contract)
FLSA STATUS: Non-Exempt
REPORTS TO: Manager, DQM
DEPARTMENT: Service Readiness, Device Quality
PURPOSE OF POSITION:
Daily/Weekly/Monthly/Ad-Hoc Reporting & Analysis on Service Tracking ; Monitoring Device Quality and Performance Metrics
Development and execution of special projects to improve reporting process
Assist Data Management with development & maintenance of the reporting process and documenting & reporting database errors and Issues
ESSENTIAL DUTIES & RESPONSIBILITIES:
Daily, Weekly & Monthly analysis/presentation on Service Tracking data to include critical points for improvement
Required to work closely with Device Quality Management to provide Analytic support (Reporting on Device Quality and Performance, etc.)
End-to-end comprehension and communication of technical issues to Device Quality Management Engineers
Daily reporting of call center agent quality issues to Operations team for retrain opportunities.
Coordination with various departments on supporting Quality Reporting improvement plans
Coordination of service policy development with all relevant internal service groups
Timely preparation and delivery of reports
Data Integrity - Should work with Sr. Data Coordinator to ensure data integration is functional without error between databases. Includes issue identification and reporting.
KNOWLEDGE, SKILLS AND ABILITIES:
Bachelor’s Degree, Higher Learning Certification or commensurate work experience in data analysis
2-3 years’ experience in the customer service and/or consumer electronics industry highly preferred.
High proficiency in MS Office Excel to report findings using advanced skills such as pivot tables and graphs for upper management use in strategic planning and business decision making.
Critical thinker with efficient Time Management skills and excellent Analytical skills/Problem Solving Abilities
Data presentation, organization, and successful task completion with accurate and timely data analysis
Bilingual Korean language is a plus but not required
Ability to create and maintain an enthusiastic and positive work climate