Manager, Quality VOC Analytics
Date: Oct 2, 2024
Location: Fountain Valley, CA, US, 92708
Company: Hyundai Motor America
At Hyundai, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.
It’s time you rethink what you expect from an employer.
At Hyundai, we understand you're not just building a career – you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.
Location
Purpose
- Apply deep analytical skills to help Hyundai/Genesis Motor America identify, coalesce, and prioritize voice of customer (VOC) issues.
- This position’s insight will reduce time to actionable insight that ultimately helps the brands be the best in the industry.
Major Responsibilities
- Triage new emerging VOC issues.
- Develop and manage a database of VOC issues, QIRs, QISs, Issue Status, and countermeasures.
- Leverage NLP and/or generative AI to summarize and join disparate datasets across several data domains:
- Repair Order Data.
- Techline Call Center Data.
- Customer Assurance Call Center Data.
- Survey Responses.
- Social Media.
- Internet Forums.
- Prioritize VOC issues based on failure rate and severity.
- Collaborate with Model Line Engineers, System Engineers, Call Center, and Aftersales teams frequently to gain clarity surrounding whether VOC issues have been addressed and if those countermeasures were effective.
- Create and manage workflows (Alteryx), dashboards (Tableau), and weekly reports (PowerPoint)
- Build, maintain, and deliver a broad spectrum of reports to key personnel with a high degree of automation and adaptability in mind (formulaic and parameterized coding style).
Major Responsibilities (continued)
- Deliver high quality ad-hoc data dumps, metrics, ranked lists, and insights on an as-needed basis in various formats.
- Innovate new ways of problem solving that draw from best practices and innovations from other industries.
- Maintain and transfer knowledge of emerging trends related to analytics, data management, statistical computing/machine learning, business intelligence, data visualization, etc.
Authority
- This position requires a large amount of autonomy with regards to how analyses are conducted, deliverable due dates, and employee training/coaching.
- The position will aid in future hiring decisions and give input with regards to team member performance.
- Lastly, this position will be required to support and be responsible for analytical processes that take place outside of normal business hours.
- This role requires the performance of work directly related to management and/or general business operations.
- The exercise of discretion and independent judgment with respect to matters of significance is required.
Education
Related Experience
- Six or more years of experience in data and/or statistical analysis/reporting role.
- Automotive industry experience preferred but not required.
- One or more years of experience with Alteryx preferred.
- Prior experience with survey data a strong plus.
- One or more years of experience with Tableau desktop a plus.
- Prior experience in text analytics a plus.
- Business analyst certification a plus.
Skills/Knowledge
- Proficient in Microsoft Word, Advanced in Excel, PowerPoint.
- Strong written and oral communication skills.
- Must possess a strong analytical mindset.
- Possess the willingness to learn new tools/methodologies to solve current and anticipated issues.
- Able to recognize the needs of the end user and create reproducible solutions that answer those needs quickly and efficiently.
- Must be detail orientated with strong organizational and time management skills.
- Must possess a strong ability to document developed processes and best practices.
- Maintain a positive and “can-do” attitude and an unbreakable commitment to delivering high quality analysis.
- Strong technical skills in data wrangling and discovery.
Certification
- Alteryx, Tableau, or Python Data Science certification preferred, but not required.
Physical Requirements
Work Model
Affiliate
Compensation
Benefits
- Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance)
- Holiday Pay - the company shuts down with pay between Christmas and New Years.
- Vacation and sick time off
- Healthcare insurance (medical, dental, and vision)
- 401(K) company match
- Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution
- Basic life insurance, short- and long-term disability
- Mental health, wellbeing, and employee assistance program
- Health advocate (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits)
Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.
Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles
