Data Analyst (Korean Bilingual - Preferred)

About the role

The Data Analyst will be responsible for enhancing customer care processes through data-driven strategies, improving response times, and increasing customer satisfaction. They will also manage the claims process, analyze claimant data, and collaborate with various teams to optimize PL operations.

Responsibilities

• Analyze end-to-end customer processes to identify pain points and develop suitable resolutions within controlled turnaround times.
• Map claim journeys to ensure data systems are equipped with relevant functions for identifying and prioritizing process improvement opportunities.
• Create and implement back-office strategies to enhance system efficiency and operational workflows.
• Manage operations staff to ensure maximum productivity, monitor key performance indicators (KPIs), and develop individual growth plans to improve customer care quality.
• Maintain operations staff to ensure maximum productivity, monitor key performance indicators (KPIs), and develop individual growth plans to improve customer care quality.
• Monitor and review customer calls/tickets for quality control, ensuring the competitiveness of customer care services.
• Conduct periodic and ad-hoc analyses to uncover critical insights that drive customer care performance and inform strategic initiatives.
• Leverage data and systems to connect the dots across PL operations, identifying opportunities for process optimization and innovation.
• Perform advanced data analysis using statistical techniques (e.g., regression analysis, variance analysis) to derive actionable recommendations.
• Develop and maintain dashboards using tools like Tableau or Power BI to visualize key metrics and trends.
• Collaborate with IT teams to ensure seamless data sourcing, flow, and system integration.
• Support cross-functional projects by providing data-driven insights to align with stakeholder needs.
• Oversee the management of claims throughout the product liability claim process, ensuring timely resolution of claims.
• Develop strategies to improve claimant satisfaction by streamlining communication channels and reducing claim resolution times.
• Analyze claimant data to identify trends and patterns that can inform future product safety improvements.
• Contact subrogation adjuster and/or attorney to obtain claim information/document to process the claim
• Enhance customer care processes by implementing data-driven strategies that improve response times and customer satisfaction.
• Monitor customer care performance metrics to identify areas for improvement and implement corrective actions.
• Contact customer at times to support product/claim accommodation
• Lead and manage end-to-end project execution, ensuring timely delivery of objectives within scope, budget, and quality standards.
• Develop project plans, including timelines, resource allocation, and risk management strategies.
• Monitor project progress, identify potential roadblocks, and implement corrective actions to ensure successful outcomes.
• Document project deliverables, lessons learned, and best practices for future reference.
• Work closely with other teams, including IT, Customer Care, Legal, and Product Development, to align on goals, share insights, and drive operational improvements.
• Facilitate communication between teams to ensure alignment on project objectives and timelines.
• Act as a liaison between technical teams and business stakeholders to bridge gaps in understanding and foster collaboration.
• Participate in cross-functional meetings to contribute data-driven insights and support decision-making.
• Design and document business processes, workflows, and technical specifications for process improvement initiatives.
• Conduct root cause analysis to identify inefficiencies and propose actionable solutions.
• Stay updated on industry best practices and emerging technologies to drive continuous improvement in PL operations.
• Develop comprehensive PL reporting to provide insights into operational performance, claim trends, and risk management.
• Create professional PowerPoint presentations for executive-level meetings to communicate key findings, recommendations, and strategic initiatives.
• Ensure reports and presentations are clear, concise, and visually appealing to effectively convey complex data insights.

Qualifications

• Bachelor's degree in a relevant field (required).
• 2-3 years of relevant experience in data analysis.
• Proficiency in SQL for data extraction and manipulation.
• Strong understanding of statistical analysis techniques (e.g., regression, variance analysis).
• Expertise in data visualization tools like Tableau or Power BI.
• Proficiency in Python or R for data analysis and machine learning model development (Pandas).
• Experience with database management systems (e.g., MySQL).
• Advanced knowledge of Excel, including automation using VBA.
• Familiarity with CRM systems, SAP, or call management tools.
• Demonstrated experience in business process design and improvement.
• Proven ability to interact with IT teams for data/system optimization.
• Experience in developing Tableau dashboards or similar platforms (Power BI, Domo).
• Strong analytical skills with a focus on root cause analysis.
• Experience in project management, including planning, execution, and monitoring.