Consumer Affairs Operational Analyst

About the role

Kelly Services, in partnership with Nissan North America, is seeking a Consumer Affairs Operational Analyst. This role involves analyzing operational and customer data to drive actionable insights that elevate business performance, customer experience, and operational efficiency.

Responsibilities

• Develops, maintains, and distributes recurring operational reports, dashboards, and scorecards that measure Consumer Affairs performance and key business metrics.
• Analyzes customer contact trends, case management activity, call center performance, quality metrics, customer satisfaction, goodwill spending, and other operational data to identify opportunities for improvement.
• Designs and maintains interactive dashboards using business intelligence tools to provide timely visibility into operational performance for leadership.
• Partners with Consumer Affairs Operations, Executive Escalations, Quality, Training, Regional Operations, Product Quality, Warranty, and other business partners to understand reporting requirements and develop analytical solutions.
• Performs data validation and quality assurance to ensure reporting accuracy, consistency, and integrity across multiple systems and data sources.
• Conducts root cause analyses of customer issues, operational performance trends, and emerging business concerns to support strategic decision-making.
• Develops forecasting models and trend analyses to support staffing, workload planning, customer contact volume forecasting, and resource allocation.
• Creates executive presentations and communicates analytical findings in a clear, concise manner that supports leadership decision-making.
• Maintains documentation of reporting processes, business definitions, and dashboard standards to ensure consistency and sustainability.
• Supports continuous improvement initiatives by measuring program effectiveness and providing recommendations based on analytical findings.
• Collaborates with internal business partners to evaluate operational processes and recommend data-driven improvements that enhance customer experience and operational effectiveness.
• Supports special projects, executive requests, and strategic initiatives by providing timely analysis and business insights.
• Develops and supports a climate of teamwork and collaboration while serving as a trusted analytical resource for Consumer Affairs leadership.

Requirements

• Excellent analytical, critical thinking, and problem-solving abilities.
• Outstanding interpersonal, written, oral, and presentation skills.
• Strong organization and project management abilities.
• Proven ability to analyze large datasets, identify trends, communicate insights, and develop business recommendations.
• Able to work independently, manage multiple priorities, and collaborate across departments.
• Strong attention to detail and commitment to data accuracy.

Qualifications

• Education: Bachelor’s degree required in a business or related field.
• Experience: 3–5 years of professional experience in Data Analytics, Business Analytics, Business Intelligence, Operations Analytics, Customer Experience Analytics, or a closely related analytical field.
• Experience developing dashboards and reports using Power BI, Tableau, or similar platforms strongly preferred.
• Experience analyzing operational performance or contact center data highly desired.

Benefits

• 16 paid holidays
• 10 days of paid time off
• Enhanced medical benefits
• Kelly Perks Discount Program
• Weekly pay