Voice of Customer (VOC) Analyst

InDepth Engineering Solutions, LLC•Pontiac, MI

About The Position

The Voice of the Customer (VOC) Analyst is critical in ensuring effective communication between the customer and the company, particularly in the context of product quality and service issues. This role plays a crucial role in ensuring that customer issues are promptly identified, thoroughly understood, and effectively addressed, ultimately contributing to improved product quality, customer satisfaction, and brand loyalty.

Requirements

Bachelor's degree in engineering.

Responsibilities

Utilizing various sources of customer feedback such as warranty information, parts return data, and service reports to understand customer experiences and concerns.
Actively listening and reading customer feedback to identify patterns, trends, and recurring issues.
Analyzing data to identify emerging issues and potential problems with products or services.
Prioritizing identified issues based on severity, impact on customers, and potential risks to the company.
Triaging issues promptly and efficiently to ensure they are addressed by the appropriate stakeholders.
Crafting detailed and comprehensive problem statements for identified issues, including all relevant information gathered from customer feedback and data analysis.
Ensuring that the problem statement clearly defines the issue, its impact on customers, and any relevant context or background information.
Collaborating with cross functional teams, including product development, engineering, supplier and manufacturing quality, and customer service, to facilitate issue resolution.
Providing support and guidance to issue owners throughout the resolution process, including assisting with problem solving and decision making as needed.
Monitoring the progress of issue resolution efforts and providing regular updates to stakeholders on the status of open issues.
Participating in regular meetings and discussions to review performance metrics, identify opportunities for improvement, and implement enhancements to the issue management process.
Proactively seeking feedback from stakeholders, including customers and internal teams, to identify areas for improvement and refine processes for capturing and addressing customer concerns.