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

• Bachelor's degree in a quantitative/technical field such as computer science, engineering, statistics
• Experience with Excel
• Experience with SQL

We are VOD (Voice of Drivers) team which is one of the most important and integral part of Worldwide Flex DP Insights & Experience (WW DPIX) team with a vision to improve the experience of DPs and make their journey friction-less. VOD team is looking for a creative, analytical, dynamic and experienced Investigation Specialist to join us and help improve DP experience. A successful investigation analyst must be able passionate about to understanding customer pain points, has unending desire to uncover root causes of any defect, work independently, be comfortable with ambiguity, and be able to influence internal/external partners at all levels of the organization. This role will particularly suit someone with strong technical skills, analytical bent of mind, intermediate to advanced expertise in MS Excel, MS Word, SQL etc.., strong communication skills both written and verbal, relationship building skills and excellent Customer Obsession.
Key job responsibilities
1. Conduct log analysis to gather and interpret data from various sources, including station feedback forms and social media, for a comprehensive understanding of DP pain points.
2. Demonstrate proficiency in app bug reproduction, utilizing technical expertise to identify emerging defects and risks affecting the DP experience.
3. You will be a primary POC supporting the execution of ad-hoc, and high visibility tasks related to identify DP pain points by sourcing insights from various Listening Channels.
4. Meets business metrics and goals, i.e., SLA, productivity targets and quality benchmarks.
5. Maintains records of day-to-day work by updating trackers or workflow tools.
6. Meets predetermined and assigned productivity targets and quality standards.
7. Contributes to project improvement ideas, if applicable.
8. Proactively raises issues/alarms to manager or stakeholders.
About the team
We are VOD (Voice of Drivers) team which is one of the most important and integral part of Worldwide Flex DP Insights & Experience (WW DPIX) team with a vision to improve the experience of DPs and make their journey friction-less. VOD team is looking for a creative, analytical, dynamic and experienced Investigation Specialist to join us and help improve DP experience.
We are open to hiring candidates to work out of one of the following locations:
Hyderabad, TS, IND

• 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.