Location: Shanghai

We are looking for a passionate individual with strong analytical skills who wants to become a member of the APGC Customer Services and Support (APGC CSS) organization’s Business Planning and Management Group.  The responsibilities below outline the crucial activities that this role will be accountable to deliver in order to enable our organization to accomplish key goals: 

• Represent APGC and liaise with Global Survey team the implementation of Global Survey projects that relevant to APGC and provide feedback and recommend improvement for better execution
• Vendor Management which include process improvement, data quality and budget management
• Devise analysis and reporting capabilities for the CSS data that is stored in various CSS tools and use the data to identify reoccurring issues and support emerging reporting needs, including working closely with key internal customers to define new reporting solutions.
• Enable decision makers to manage their business by providing an accurate view into key performance metrics.

The Survey Analyst will specifically own the following activities:

• Web Survey implementation which include basic operation and implementation, Web/Phone comparison analysis (e.g., verbatim); CSAT analysis; process adherence project align with Global; Web survey monitoring and target setting
• Maintain and provide continuous improvement to our CSS Survey infrastructure - this will require engagement with biz segment owners and vendor partners to develop solutions for a flexible and scalable reporting warehouse designed to meet the evolving needs of the business.
• Analyze & validate data in partnership with the business owners to identify trends, problems areas, and opportunities for improving customer experience and internal process.
• Partner with business segment biz operation managers and data analysts to deliver consistent reporting with an emphasis on delivering improved upon methods of data presentation. Report development will consist of requirements gathering, report design, and deployment.
• Develop reports for Segment Leaders and manage reoccurring reporting requests which include APGC monthly operational scorecard at different level and be willing and able to deliver on short turn-around ad-hoc reporting requests.
• Possess strong project management, organizational and time management skills. This will require the ability to effectively and efficiently manage multiple tasks in various stages of completion and collaborate across departments to achieve results. Appropriate prioritization and effective communication of timelines and project progress is also essential.
• Participate in defining and documenting business requirements, business rules, and functional requirements of CSS data warehouse, including feedback on data management systems & processes. Work with IT to contribute detailed requirements, ensure objectives are understood, monitor progress of development and testing, and participate in user acceptance testing of tools-based solutions.

Qualifications:

• 2-3 years of relate experience, including experience in a Customer Service environment.
• 2-3 years experience with SQL querying, understanding of database structures, database administration, Excel pivot tables, SQL Reporting Services and report design and familiarity with Microsoft reporting technologies preferred.
• High attention to detail, action oriented, ability to work within stringent timelines and to collaborate across departments to achieve results.
• Analytical skills required - recognize trends, and identify systematic approaches to solving problems in this fast moving, dynamic environment.
• Must be able to multi-task, deal with ambiguity, work in a team environment, Strong bi-lingual skills (English & Mandarin) required
• Ability to effectively work and communicate at all levels within the organization.
• Project management, communication, presentation and interpersonal skills required.