Analyze trends or patterns affecting customer experience and interaction quality within the Contact Center.
Requirements
- 3-5 Years experience performing data mining, data analysis, and data modeling using large data sets.
- 1-2 Years Experience in data analytics, visualization, and customer experience.
- 1-2 Years Experience in data analysis and data modeling using large data sets.
- 1-2 Years Experience working with Contact Center practices, systems, and tools.
- Advanced capability with Office applications (e.g., Excel, PowerPoint, and Access).
- 1-2 Years Experience using sentiment analysis tools to analyze customer feedback.
- Experience writing SQL queries and working with large data sets.
Responsibilities
- Uses Contact Center tools, knowledge, systems, and databases to analyze trends or patterns affecting customer experience and interaction quality.
- Supports business problems by understanding business challenges; collecting, cleaning, transforming, and restructuring data for statistical analysis; performing statistical summaries and tests for relevant business questions.
- Communicates analyses and insights to leaders by summarizing conclusions and solutions; translating findings into clear, understandable themes for business leaders.
- Collaborates with cross-functional teams to identify process and performance gaps impacting customer experiences and implements process improvements.
- Collaborates with members of the Business Intelligence Leadership team to provide recommendations for continuous improvement of survey programming, sampling, questionnaire development, analysis data distribution, and vendor management.
- Completes work assignments by applying up-to-date expertise in subject area; leveraging an understanding of policies, data, and resources to support projects or initiatives.
Other
- Bachelor's Degree in Analytics, Computer Science, or related field.
- 1-2 Years Experience interacting with individuals up to and including director on a regular basis.
- Pursues self-development and effective relationships with others by organizing resources and information; sharing information, advice, and expertise with coworkers and customers.
- Lowe's hourlyremote associates cannot reside in Alaska, California or Hawaii. Lowe's salariedremote associates cannot reside in Alaska or Hawaii.
- Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.
