There is an urgent need to on-board a Quality Data A nalyst on Service Offers (especially Recurring Offers) , to build, refine missing quality data / dashboard, filter / analyze with key data, which is critical input for CI plan with focus . This role is critical to the success of EcoCare . The below priority actions gives you the perspective why we need a Data analyst.
• Build Dashboards for Ecocare Recurring business by each offer
• While Customer experience data is available in Medallia, but there is segmentation of data to be done for getting granularity by offer, by country, By connected vs Non-connected offers.
• Build monthly tracking and trending based on data extract from various databases sources for measuring lead indicators consistently which impact customer for Recurring.
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• Digital outcomes for EcoCare . Need for demonstrating the Digital Value prop. This will require continuous data analysis of CCC, Service Onsite, CSH from the below aspect
o Detection and avoiding critical failures.Is there a way to gauge
o Connect Notifications, Alarms, Cases and WO
§ Data analysis At Asset level - What type of contract - ASP and ESP and now Ecocare . We can look at following data to arrive at insights
§ Onsite Breakfix calls per asset ( Connected and not connected ASP vs ESP/ Ecocare )
§ Cases per Asset ( Connected and not connected ASP vs ESP/ Ecocare )
§ Alarms to Ticket to Case to WO
§ Trend of tickets per asset - should be coming down over a period of time
§ How it is helping First Time Fix rate for FSR without visiting the site multiple times. Currently FTFR is measured but already it is measuring above 90%
§ Does it really reduce Cycle time to Resolve - MTTRv ? How does it impact Connected and not connected
• CTQ dashboard Evolution - few more indicators for SLAs being promised will have to be added.
Qualifications
• Good understanding on SE CSQ framework
• Strong experience in Csat &Q (Medallia tools + I2P
• Rich experience on Quality Data Analysis
• International experiences
Schedule: Full-time
Req: 00937G