[Remote] Data Analyst IV (AI/CX)

Note The job is a remote job and is open to candidates in USA. BCforward is a leading global IT consulting and workforce solutions firm providing services to Fortune 500 and government clients. They are seeking a Customer Experience and Support Analyst to analyze data, monitor customer feedback, and collaborate with cross-functional teams to improve customer support outcomes. Responsibilities Identify trends, opportunities, and pain points across customer support channels using operational data, case transcripts, surveys, and related sources Monitor customer feedback to detect emerging issues and conduct root cause analysis Integrate feedback with transactional, operational, and behavioral data to establish drivers of experience Advocate for customers through periodic and ad-hoc reporting and promote insights with stakeholders to influence corrective actions Collaborate with cross-functional teams to identify root causes within support functions, define remediation plans, and measure effectiveness Utilize AI analytics tools, Salesforce, and Hive to analyze data and deliver insights Skills 6+ years in data analytics, data science, or related analytical roles 6+ years using SQL and statistical analysis methods Proficiency in data-led storytelling and presenting complex insights to non-technical stakeholders Experience with Customer Experience or Voice of Customer metrics such as NPS and CSAT, including surveys and feedback analysis Experience with customer support operational metrics Experience with statistical techniques and scripting in R, Python, or similar tools Master's degree in Computer Science, Data Science, Statistics, Mathematics, or related field 3+ years in customer experience, customer support, customer care, or service analytics roles Proficiency with AI-powered tools and Generative AI technologies, including designing, prompting, and orchestrating AI systems to automate analysis and synthesize insights Experience working with Salesforce Knowledge of predictive analytics or ML/AI techniques Benefits Competitive compensation and benefits. Opportunities for growth with global clients. A supportive, inclusive culture that values innovation and people. Exposure to cutting-edge technologies and projects. Company Overview Dice is the go-to career marketplace for tech professionals. It was founded in 2010, and is headquartered in Drachten, Friesland, NLD, with a workforce of 201-500 employees. Its website is https//www.or-quest.nl/. Company H1B Sponsorship Dice has a track record of offering H1B sponsorships, with 2 in 2022, 4 in 2021, 5 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...