Quality Data Analyst

Chamberlain Group México; Heroica Nogales; On-site; MXN 420,000 - 660,000; Full time

Job summary

Chamberlain Group México is seeking a data analytics professional to leverage customer insights and data to improve satisfaction and loyalty across CX cohorts. You will partner with quality and operations to deliver efficient tools and dashboards that monitor KPIs and drive improvements.

The role requires 3–5 years of relevant experience, strong Excel/SQL skills, and experience with Tableau/Power BI. Collaboration across teams and effective communication are essential for success in this on-site

Qualifications

• Strong analytical skills with Excel/SQL proficiency.
• Familiarity with Tableau/Power BI for data visualization.
• Collaborates across teams to build insights.
• Self-starter who identifies issues and takes action.
• Excellent written and verbal communication.
• Detail oriented with strong results focus.

Responsibilities

• Solicit feedback to develop dashboards monitoring KPIs for customer satisfaction.
• Analyze customer satisfaction data to identify trends and translate insights into recommendations.
• Conduct root cause analysis on customer feedback to drive improvements.
• Prepare reports and presentations for stakeholders with findings and recommendations.
• Coordinate cross-functional responses to customer quality requirements and audits (GMP, Social Responsibility).
• Assist with ISO 9001 Quality Management System audits and follow-ups.
• Drive cross-functional initiatives to expand Net Promoter Score data collection from dealers and end users.
• Engage with Data Analysts to share best practices and evaluate new technologies.
• Prepare code to extract data tables from Data Bricks and similar tools.
• Maintain confidentiality and comply with health and safety guidelines.
• Keep current with professional development and industry publications.

Skills

Analytical skills

Communication

Team collaboration

Problem solving

Adaptability

Self-starter

Attention to detail

Customer-centric mindset

Education

Bachelor's degree in Business, Information Systems, Business Analytics, Statistics, Engineering or related field

Tools

Excel

SQL

Tableau

Power BI

Job description

A successful incumbent will leverage data analytics and customer insights to work with CX council members and cross functional groups to enhance customer satisfaction and loyalty. In addition, the individual will solicit, document and address the data and visualization needs of the Quality team in order to build more efficient and optimized tools.A successful incumbent will also act as a program manager for projects tied to customer satisfaction and other quality initiatives. The data provided by an incumbent to the teams will help drive priority discussions and initiative identification.

• Proactively solicit feedback to develop and maintain reporting tools and dashboards that monitor key performance indicators (KPIs) that provide visibility into customer satisfaction
• Analyze customer satisfaction data to identify trends, patterns, and areas for improvement, translating insights into actionable recommendations
• Conduct root cause analysis on customer feedback to drive continuous improvement initiatives
• Prepare reports and presentations for stakeholders, communicating findings and recommendations effectively
• Work with the larger Quality team and assist as needed with program management activities
• Coordinate the efforts and cross functional responses to Customer quality requirements and Customer audit programs such as GMP (Good Manufacturing Processes) and Social Responsibility Coordinate the efforts and cross functional responses to Customer quality requirements and Customer audit programs such as GMP (Good Manufacturing Processes) and Social Responsibility
• Assist with the maintenance of the Chamberlain Group's Quality Management System for ISO9001 by conducting internal audits and managing any necessary follow up
• Drive cross functional initiative to assess, develop and expand our Net Promoter Score (NPS) metric; this entails assessing data to determine how we can improve response rate on current dealer metric, as well as develop capability to gather NPS data from end-users and potentially Community customers.
• Engagement with other Data Analysts within Global Operations and Chamberlain to ensure best-in-class practices are deployed and assess new technologies enabling data analysis and visualization.
• Prepare code to efficiently extract data tables from Data Bricks tool and similar technology.
• Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.
• Protect Chamberlain Group's reputation by keeping information confidential.
• Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.
• Contribute to the team effort by accomplishing related results and participating on projects as needed.

Education/Certifications:

Bachelor's Degree in Business, Information Systems, Business Analytics, Statistics, Engineering or another related field.

Experience:

• 3-5 years of relevant experience
• Experience in interpreting data and translating it into actionable insights

Knowledge, Skills, and Abilities:

• Strong analytical skills with proficiency in data analysis tools such as Excel, SQL, or similar
• Familiarity with data visualization tools (e.g., Tableau, Power BI)
• Ability to work collaboratively fostering strong relationships across teams
• Ability to up-level big data for VP and above use.
• A self-starter with the demonstrated ability to take initiative, who can proactively identify issues/opportunities and recommend actions
• Strong results orientation with a proven track record of flawless execution and strong attention to detail
• Exceptional communication skills, both verbal and written, with the ability to present findings to diverse audiences.
• Strong problem-solving abilities with a keen attention to detail
• A collaborative mindset with the ability to work across multiple teams and departments
• Adaptability and a proactive approach to tackling challenges
• A genuine passion for enhancing customer satisfaction