Data Analyst

Payrate: $32.22- $32.22/hr.


Responsibilities:

• Customer Experience Management:

• Analyze end-to-end customer processes to identify pain points and develop suitable resolutions within controlled turnaround times.
• Map claim journeys to ensure data systems are equipped with relevant functions for identifying and prioritizing process improvement opportunities.
• Create and implement back-office strategies to enhance system efficiency and operational workflows.
• Manage operations staff to ensure maximum productivity, monitor key performance indicators (KPIs), and develop individual growth plans to improve customer care quality.

• Quality Management:

• Monitor and review customer calls/tickets for quality control, ensuring the competitiveness of customer care services.
• Conduct periodic and ad-hoc analyses to uncover critical insights that drive customer care performance and inform strategic initiatives.
• Leverage data and systems to connect the dots across PL operations, identifying opportunities for process optimization and innovation.

• Data Analytics and Strategic Development:

• Perform advanced data analysis using statistical techniques (e.g., regression analysis, variance analysis) to derive actionable recommendations.
• Develop and maintain dashboards using tools like Tableau or Power BI to visualize key metrics and trends.
• Collaborate with IT teams to ensure seamless data source, flow, and system integration.
• Support cross-functional projects by providing data-driven insights to align with stakeholder needs.

• Claim Management:

• Oversee the management of claims throughout the product liability claim process, ensuring timely resolution of claims.
• Develop strategies to improve claimant satisfaction by streamlining communication channels and reducing claim resolution times.
• Analyze claimant data to identify trends and patterns that can inform future product safety improvements.
• Contact subrogation adjuster and/or attorney to obtain claim information/document to process the claim

• Customer Care:

• Enhance customer care processes by implementing data-driven strategies that improve response times and customer satisfaction.
• Monitor customer care performance metrics to identify areas for improvement and implement corrective actions.
• Contact customer at times to support product/claim accommodation

• Project Management:

• Lead and manage end-to-end project execution, ensuring timely delivery of objectives within scope, budget, and quality standards.
• Develop project plans, including timelines, resource allocation, and risk management strategies.
• Monitor project progress, identify potential roadblocks, and implement corrective actions to ensure successful outcomes.
• Document project deliverables, lessons learned, and best practices for future reference.

• Cross-Team Collaboration:

• Work closely with other teams, including IT, Customer Care, Legal, and Product Development, to align goals, share insights, and drive operational improvements.
• Facilitate communication between teams to ensure alignment on project objectives and timelines.
• Act as a liaison between technical teams and business stakeholders to bridge gaps in understanding and foster collaboration.
• Participate in cross-functional meetings to contribute data-driven insights and support decision-making.

• Process Improvement and Innovation:

• Design and document business processes, workflows, and technical specifications for process improvement initiatives.
• Conduct root cause analysis to identify inefficiencies and propose actionable solutions.
• Stay updated on industry best practices and emerging technologies to drive continuous improvement in PL operations.

• Reporting and Presentation:

• Develop comprehensive PL reporting to provide insights into operational performance, claim trends, and risk management.
• Create professional PowerPoint presentations for executive-level meetings to communicate key findings, recommendations, and strategic initiatives.
• Ensure reports and presentations are clear, concise, and visually appealing to effectively convey complex data insights.

Skills and Qualifications:

• Technical Skills:

• Proficiency in SQL for data extraction and manipulation.
• Strong understanding of statistical analysis techniques (e.g., regression, variance analysis).
• Expertise in data visualization tools like Tableau or Power BI.
• Proficiency in Python or R for data analysis and machine learning model development (Pandas).

• Tools and Software:

• Experience with database management systems (e.g., MySQL).
• Advanced knowledge of Excel, including automation using VBA.
• Familiarity with CRM systems, SAP, or call management tools.

• Experience:

• Demonstrated experience in business process design and improvement.
• Proven ability to interact with IT teams for data/system optimization.
• Experience in developing Tableau dashboards or similar platforms (Power BI, Domo).
• Strong analytical skills with a focus on root cause analysis.
• Experience in project management, including planning, execution, and monitoring.

• Education:

• Bachelor's degree in a relevant field (required).
• Fluency in Korean and English (preferred).

Pay Transparency: The typical base pay for this role across the U.S. is: $32.22 - $32.22 /hour . Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.


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