VOC Reporting/Insights Analyst

Job Title:

VOC Reporting/Insights Analyst

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

Job Title: VOC Reporting/Insights Analyst

Location: Fountain Valley, CA  (5 days - Onsite)

Position Overview:

We are seeking a proactive, storytelling‑driven VOC Reporting & Insights Analyst who can own insights end‑to‑end — from data extraction to executive‑ready narratives. This role goes beyond reporting: you will shape how the organization understands customer voice and influence strategic decisions at the highest levels.

You’ll thrive here if you’re a self‑starter who enjoys building structure, owning processes, and driving innovation in a fast‑paced and evolving tech landscape.

Key Responsibilities:

• Own end‑to‑end insight generation, from data discovery to narrative creation and executive presentation.

• Transform complex data into compelling stories that influence decision-making.

• Identify and drive process improvements, bringing forward innovative solutions that enhance speed, automation, and data quality.

• Take initiative to explore new trends, analytical techniques, and tools that elevate how VOC insights are produced and consumed.

• Operate independently in a fast‑moving environment, managing shifting priorities with a strong sense of ownership.

• Analyze both structured and unstructured data to identify trends, opportunities, and areas for improvement.
• Develop and maintain dashboards and reports using Tableau to monitor business performance and key performance indicators (KPIs).
• Extract, clean, and prepare data for analysis using SQL and Alteryx, ensuring accuracy and consistency.
• Utilize Python for automation, data processing, and advanced analytics.
• Communicate insights from Voice of the Customer (VoC) data, particularly from call center sources, to drive business decisions.
• Collaborate with cross-functional teams to translate business needs into analytical solutions.
• Manage multiple projects effectively in a fast-paced, evolving technological environment.
• This is an on-site role based in Irvine, California, with potential for technical growth as the company transitions to new tech suppliers.

Required Qualifications:

• Bachelor's degree in Data Analytics, Statistics, Computer Science, Business, or a related field.
• 2-4 years of experience in a data analytics or business intelligence role.
• Proficiency in SQL, Python, Tableau, and Alteryx, with an ability to adapt to new technologies as needed.
• Strong analytical and problem-solving skills, with a keen attention to detail.
• Excellent organizational skills and the ability to work both independently and collaboratively.
• Strong communication skills, with the ability to effectively present data insights to both technical and non-technical audiences.

Preferred Experience:

• Prior experience in VoC and call center