Recurring Quality Data Analyst

Description - External

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.

• 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

Qualifications - External

• 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: 0094Z8