Manager, Quality VOC Analytics

At Hyundai, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.

It’s time you rethink what you expect from an employer.

At Hyundai, we understand you're not just building a career – you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.

 

Location

NHQ

Purpose

• Apply deep analytical skills to help Hyundai/Genesis Motor America identify, coalesce, and prioritize voice of customer (VOC) issues.
• This position’s insight will reduce time to actionable insight that ultimately helps the brands be the best in the industry.

Major Responsibilities

• Triage new emerging VOC issues.
• Develop and manage a database of VOC issues, QIRs, QISs, Issue Status, and countermeasures.
• Leverage NLP and/or generative AI to summarize and join disparate datasets across several data domains:
  • Repair Order Data.
  • Techline Call Center Data.
  • Customer Assurance Call Center Data.
  • Survey Responses.
  • Social Media.
  • Internet Forums.
• Prioritize VOC issues based on failure rate and severity.
• Collaborate with Model Line Engineers, System Engineers, Call Center, and Aftersales teams frequently to gain clarity surrounding whether VOC issues have been addressed and if those countermeasures were effective.
• Create and manage workflows (Alteryx), dashboards (Tableau), and weekly reports (PowerPoint)
• Build, maintain, and deliver a broad spectrum of reports to key personnel with a high degree of automation and adaptability in mind (formulaic and parameterized coding style).

Major Responsibilities (continued)

• Deliver high quality ad-hoc data dumps, metrics, ranked lists, and insights on an as-needed basis in various formats.
• Innovate new ways of problem solving that draw from best practices and innovations from other industries.
• Maintain and transfer knowledge of emerging trends related to analytics, data management, statistical computing/machine learning, business intelligence, data visualization, etc.

Authority

• This position requires a large amount of autonomy with regards to how analyses are conducted, deliverable due dates, and employee training/coaching.
• The position will aid in future hiring decisions and give input with regards to team member performance.
• Lastly, this position will be required to support and be responsible for analytical processes that take place outside of normal business hours.  
• This role requires the performance of work directly related to management and/or general business operations.
• The exercise of discretion and independent judgment with respect to matters of significance is required.

Education

~ Must be a high school graduate~ Master’s degree a plusBachelor's degree or higher in Cyber security, Computer Science, Engineering, Information Technology, or related technical field.

Related Experience

• Six or more years of experience in data and/or statistical analysis/reporting role.
• Automotive industry experience preferred but not required.
• One or more years of experience with Alteryx preferred.
• Prior experience with survey data a strong plus.