Quality Reporting Analyst - Consumer ServicesConsumer Services handles direct to consumer support via phone, email, chat, social media and self-help. We ensure that the consumer interaction between Nike and the consumer is a premium experience and represents the our voice. Consumer Services collects consumer feedback, tracks NPS, and provides voice of the consumer insight back to the business for product, marketing and process improvements.As our Quality Reporting Analyst, you'll support the goal of providing exceptional consumer experiences by completing data analysis on external and internal quality & consumer satisfaction results. This position naturally requires extensive data mining and analysis of the external consumer satisfaction data. You'll also be responsible for developing and maintaining standard and ad-hoc reports that contain actionable data for Consumer Services and other key stakeholder organizations to improve the services we provide to our end consumer.More specific activities include:Coding and categorizing consumer feedback using the survey raw data to allow for clear identification of key drivers impacting the consumer experienceCompleting drill down analysis of survey results by agent, contact type, and categoryAssisting in the identification of key drivers of dissatisfaction, neutral responses, and unresolved issuesContinually seeking ways to data mine internal and external quality results, sales, and operational data in an effort to improve efficiency, develop individual team members, and to improve the overall consumer experienceUsing all data available assist in identifying gaps in training and in the overall quality programSupporting the Director Business Insights in the summarization of results that will be provided to senior management and key stakeholdersCreating and maintaining weekly, monthly, quarterly, and annual reports for consumer services and key stakeholdersProviding summary reporting on performance by contact type and category to assist senior management in measuring success and opportunitiesCreating a process of identifying and reporting critical follow-ups to the appropriate partiesContinually seeking opportunities to create and enhance reports based off of results and changes within the businessBuilding and maintaining documentation on reporting processesRequirements for this position include:Bachelor's degree, in a related discipline, or equivalent experienceMinimum 3 years' experience in an analyst role completing extensive and complex data mining, analysis, and reporting from a variety of data sourcesAt least 2 years' experience working in a fast-paced and multi-tasking environment.Ability to read, speak and write Chinese required.Must be extremely proficient with Microsoft Office products (Outlook, Word, Excel, & Power Point)Tableau experience a plusBeginning to moderate SQL experience desirableAt least 1 year experience using web-based service and/or e-commerce tools preferred.Previous experience as an analyst in a contact center environment preferredIdeal candidate will have the ability to use SQL, Advanced PowerPoint, Advanced Excel and Tableau in addition to reading, speaking and writing Mandarin fluently which is REQUIRED.
Experience in a call/contact center environment highly desired.