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Investigation Specialist, Tech Triage Ops, Voice Of Driver – Listening Channels

2 months ago

Hyderabad, Telangana, India ADCI HYD 13 SEZ Full time
About the Role

We are seeking a highly skilled and experienced Investigation Specialist to join our Voice of Drivers (VOD) team. As a key member of our team, you will play a critical role in improving the experience of our drivers and making their journey friction-less.

Key Responsibilities
  1. Conduct log analysis to gather and interpret data from various sources, including station feedback forms and social media, to gain a comprehensive understanding of driver pain points.
  2. Demonstrate proficiency in app bug reproduction, utilizing technical expertise to identify emerging defects and risks affecting the driver experience.
  3. Support the execution of ad-hoc and high-visibility tasks related to identifying driver pain points by sourcing insights from various listening channels.
  4. Meet business metrics and goals, including SLA, productivity targets, and quality benchmarks.
  5. Maintain records of day-to-day work by updating trackers or workflow tools.
  6. Meet predetermined and assigned productivity targets and quality standards.
  7. Contribute to project improvement ideas, if applicable.
  8. Proactively raise issues/alarms to manager or stakeholders.
About the Team

We are the VOD team, an integral part of the Worldwide Flex DP Insights & Experience (WW DPIX) team. Our vision is to improve the experience of our drivers and make their journey friction-less. We are looking for a creative, analytical, dynamic, and experienced Investigation Specialist to join us and help improve driver experience.

Requirements
  • Bachelor's degree in a quantitative/technical field such as computer science, engineering, statistics.
  • Experience with Excel.
  • Experience with SQL.
  • Demonstrated proficiency in utilizing advanced data visualization tools like Tableau or Power BI, extending beyond basic tools like Quicksight.
  • Familiarity with programming languages such as Python or R, showcasing capabilities in advanced data analysis.
  • Previous hands-on experience within the logistics or e-commerce industry.
  • Strong communication skills – ability to communicate with internal/external stakeholders clearly and concisely, both written and verbal.
  • Fungible to transition within work types, flexibility to work across shifts (24/7 shifts) and staggered week offs.
  • Demonstrate flexibility to work overtime hours as per business requirement.