Quality Reporting Analyst - Consumer Services

• Full-time

Finance / Accounting - Analyst

Location:

Beaverton, OR

Experience:

2-5 years

Relo:
Yes

Bonus:
Yes

Consumer 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 our voice. Consumer Services collects consumer feedback, tracks NPS, and provides voice of the consumer insights 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 analyzing external and internal quality & consumer satisfaction data. This position requires extensive data mining and analysis of external consumer satisfaction data. You’ll also develop and maintain standard and ad-hoc reports containing actionable data for Consumer Services and other key stakeholder organizations to improve our services.

• Coding and categorizing consumer feedback from survey raw data to identify key drivers impacting the consumer experience.
• Performing drill-down analysis of survey results by agent, contact type, and category.
• Identifying key drivers of dissatisfaction, neutral responses, and unresolved issues.
• Mining internal and external quality results, sales, and operational data to improve efficiency and the overall consumer experience.
• Identifying gaps in training and the quality program.
• Supporting the Director of Business Insights in summarizing results for senior management and stakeholders.
• Creating and maintaining reports on a weekly, monthly, quarterly, and annual basis.
• Reporting on performance metrics by contact type and category.
• Reporting critical follow-ups to relevant parties.
• Enhancing reports based on business changes and results.
• Maintaining documentation on reporting processes.

• Bachelor's degree or equivalent experience in a related discipline.
• At least 3 years of experience in data analysis, mining, and reporting from various sources.
• Minimum 2 years in a fast-paced, multi-tasking environment.
• Proficiency in reading, speaking, and writing Chinese.
• Proficiency in Microsoft Office suite (Outlook, Word, Excel, PowerPoint).
• Desirable:
  Basic SQL experience.
• Preferred: 1+ year experience with web-based services/e-commerce tools.
• Experience as an analyst in a contact center environment is a plus.

The ideal candidate will be fluent in Mandarin (reading, speaking, and writing) and skilled in SQL, advanced PowerPoint, Excel, and Tableau. Experience in a call/contact center environment is highly desirable.

All information will be kept confidential according to EEO guidelines.