Customer Satisfaction/Quality Metrics Analyst

Aptiv; Monterrey; On-site; MXN 555,658 - 740,878; Full time

Job summary

A leading automotive technology company in Monterrey is seeking a Customer Satisfaction/Quality Metrics Analyst. The role involves creating reporting tools, analyzing quality metrics, and engaging with global teams. Ideal candidates will have a relevant bachelor's degree and 1-3 years of experience. Proficiency in Microsoft tools and strong customer service skills are essential.

Qualifications

• 1-3 years of experience in a similar position.
• Ability to communicate globally with teams across continents.
• Experience with data analysis and reporting.

Responsibilities

• Create user-friendly reporting tools and scorecards.
• Analyze global quality metrics monthly.
• Train users on deployed tools and maintain documentation.

Skills

Customer service orientation

Proficient English

Communication skills

Proficiency in Microsoft tools

Education

Bachelor's degree in Business, Information Systems, or Engineering

Tools

Microsoft Excel

Microsoft SharePoint

SAP

Job description

Customer Satisfaction/Quality Metrics Analyst

Join to apply for the Customer Satisfaction/Quality Metrics Analyst role at Aptiv

Overview

Customer Satisfaction/Quality Metrics Analyst – Aptiv

Responsibilities

• Create user-friendly reporting tools and scorecards for users and for quality leadership review and action
• Formulate, format, publish, and analyze global quality metrics the 1st week of every month
• Pull data from multiple systems as soon as available and review preliminary results with sites and staff before rolling up and releasing error-free reports
• Provide timely charts and summaries based on the data results, noting key messages to upper management about trends or significant aspects
• Act as an administrator for the QSYS CCM complaint management cross-divisional system used globally in Aptiv
• Train users on deployed tools and maintain system documentation
• Answer user questions in team calls, chats, and one-on-one as required
• Provide Customer Quality Engineers with returned material authorization numbers for tracking of returned inventory
• Post data for analysis in Qlik Cloud applications, and work with IT on any new visualizations required
• Engage in Customer First and Voice of the Customer scorecard reviews to manage SharePoint postings
• Learn and continually improve the existing data summaries and tools as business requirements and organizational structures change, or opportunities are recognized

Requirements

• Bachelor's degree in Business, Information Systems, and/or Engineering
• 1-3 years of experience in a similar position
• Proficient English
• Customer service oriented
• Ability to communicate globally – contacts daily with Europe, Asia, and North America
• Demonstrated proficiency using Microsoft (Excel, SharePoint, Access, PowerPoint)
• Experience with SAP & databases is preferred

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Aptiv is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law.