Senior Analyst , Customer Satisfaction & Quality Analytics

Schneider Electric; Fatih; On-site; TRY 180,000 - 300,000; Full time

Job summary

Schneider Electric is seeking a Senior Analyst, Customer Satisfaction & Quality Analytics to drive data-driven decisions across the organization. You will combine customer advocacy, quality management, and analytics to identify and prevent quality issues.

Collaborating with cross-functional teams, you will design dashboards, perform root-cause analyses, and implement preventive actions to improve customer experience, product reliability, and service quality.

Qualifications

• Minimum 5 years of experience in quality assurance, customer satisfaction, or CS&Q analytics.
• Proven experience in quality management and data-driven improvement.
• Knowledge of quality techniques: 8D, RCA, Pareto, Kaizen, Six Sigma.

Responsibilities

• Analyze customer satisfaction, quality, and operating data to identify trends and issues.
• Define and lead strategic quality initiatives to exceed expectations.
• Design and maintain dashboards and reports for quality metrics.
• Lead continuous improvement initiatives to prevent recurring issues.
• Coordinate cross-functional actions for containment and preventive actions.
• Integrate data from multiple sources for holistic analysis.
• Provide data-driven recommendations to improve CX and product quality.

Skills

Customer satisfaction

Quality analytics

Data analytics

Problem solving

Stakeholder management

Communication skills

Job description

We are looking for a Senior Analyst , Customer Satisfaction & Quality Analytics to join our team and help drive customer-centric, quality-focused, and data-driven decision making across the organization.

In this role, you will combine customer advocacy, quality management, continuous improvement, and analytics capabilities to identify, analyze, and prevent quality issues within the organization. You will leverage customer satisfaction, quality, and operational data, together with advanced analytics and statistical methodologies where relevant, to transform data into actionable business insights. You will identify trends, systemic quality issues, customer pain points, and improvement opportunities that enhance customer satisfaction, product reliability, service quality, operational efficiency, and Cost of Poor Quality.

As a subject matter expert in customer satisfaction, quality improvement, and quality analytics, you will collaborate with cross-functional stakeholders to convert business and quality challenges into structured improvement actions and data-driven strategies. Through impactful reporting, dashboards, root cause analysis, continuous feedback mechanisms, preventive actions, and quality methodologies, you will play a key role in shaping business priorities, strengthening Quality Culture, ensuring alignment with the organization’s quality standards and goals, and enhancing the overall customer experience.

Key Responsibilities

• Analyze customer satisfaction, quality, and operational data to identify trends, opportunities, risks, customer pain points, top quality issues, and systemic problems within the organization.
• Manage and oversee customer satisfaction initiatives in the region, ensuring alignment with CS&Q priorities and customer expectations.
• Define, lead, and support strategic quality initiatives that contribute to the overall mission of the team, exceed customer expectations for quality, support operational excellence, and ensure the right level of quality.
• Translate business and quality requirements into analytical frameworks, structured problem-solving approaches, and data-driven solutions.
• Design, develop, and maintain dashboards, reports, and visualizations to communicate customer satisfaction, quality metrics, performance indicators, risks, and improvement progress effectively.
• Monitor customer experience and quality performance metrics, identify root causes, and define improvement opportunities using quality methodologies and analytical techniques.
• Lead continuous improvement initiatives to address, prevent, and reduce recurring quality issues.
• Oversee recall management processes and ensure timely resolution of recall-related issues.
• Collaborate with cross-functional teams to drive containment, corrective actions, preventive actions, and sustainable improvements.
• Integrate and consolidate data from multiple internal and external sources to enable holistic analysis of customer satisfaction, quality performance, and operational trends.
• Develop and implement strategies to enhance data quality, accuracy, consistency, and reliability for fact-based decision making.
• Partner with business leaders and cross-functional teams to develop strategies that improve customer satisfaction, product quality, service quality, and operational performance.
• Establish and maintain feedback loops to continuously evaluate the impact and effectiveness of implemented actions.
• Support decision-making through clear recommendations based on quantitative analysis, quality methodology, business impact, and customer impact.
• Conduct regular assessments to identify areas for improvement in processes, quality performance, customer experience, data quality, and operational execution.
• Provide guidance, training, and analytical expertise to stakeholders and fellow team members on customer satisfaction, quality analytics, I2P (Issue to Prevention) domain, quality methodologies, and problem-solving techniques.
• Animate and strengthen the Quality Culture within the team and across the organization.
• Develop and follow strong action plans to decrease Cost of Poor Quality and improve overall quality performance.

Qualifications

Required

• Minimum 5 years of experience in quality assurance, project quality, customer satisfaction, customer experience analytics, quality analytics, or other CS&Q-related areas.
• Proven experience in quality management, customer satisfaction improvement, continuous improvement, and data-driven problem solving.
• Strong knowledge of quality techniques and methodologies, including 8D practitioner certified (PRB), Root Cause Analysis (5 whys, fishbone diagram), Pareto Charts, Kaikaku, Kaizen, Six Sigma.
• Experience working with customer satisfaction, quality, operational, or business performance datasets and translating complex analyses into actionable business and quality improvement recommendations.
• Experience in tracking and reporting quality metrics, performance indicators, customer satisfaction indicators, and improvement action progress.
• Strong problem-solving, critical thinking, analytical, and stakeholder management skills.
• Excellent communication and presentation skills with the ability to influence decision-making and collaborate effectively with cross-functional teams.
• Proven ability to lead or support quality initiatives in a project-based, service operations, industrial, or similar environment.
• Ability to work independently in a dynamic, matrix, and sometimes ambiguous environment.
• Ability to execute under challenging time constraints, prioritize effectively, and manage indirect resources in a matrix organization.

Preferred

• Experience with AI, predictive analytics, or advanced analytics applications in customer satisfaction, quality, service operations, or industrial environments.
• Knowledge of Quality Management Systems, quality standards, and process improvement methodologies.
• Lean Six Sigma Green Belt, Black Belt, Lean Expert, Lean Master, or equivalent certification is an asset.
• Understanding of ISO 9001 and previous experience as an internal or external auditor is valued.
• Familiarity with data governance, customer journey analytics, operational excellence, and continuous improvement methodologies.