Job Description:

The Community Satisfaction Analyst is responsible for all aspects of survey analysis including both statistical analysis and qualitative analysis of verbatim customer comments. The main goal of this position is to provide in-depth analysis of survey data and more importantly, translating that data into sound business information and guidance that will enable the company to make appropriate decisions regarding scarce resources. Other responsibilities include, but are not limited to, communicating with peers in San Jose and eBay to ensure use of best practices and to avoid any duplicity in efforts, communicating with senior staff to report and address trends, working with department supervisors to provide the most effective coaching tools available, training newly hired analysts in the process of customer satisfaction research, implementing new departmental systems and policies, and translating customer satisfaction analysis into improved business practices through process and product recommendations.

Qualifications:

Education

4 year college degree or equivalent work experience required

Experience

1. Two or more years of relevant experience in survey analysis, data analysis, statistical analysis or other market research related field or 18-24 months PayPal experience.

2. Four or more years of general experience in one or more of the following areas: call center management, customer service, quality assurance, statistical analysis, data analysis or other market research related field.

3. Good team player with excellent communication and presentation skills 4. Quick learner, intuitive, creative thinker. Effective balance of strategic vision and tactical execution.

5. Proven experience with organizational development, product strategy, process reengineering, cost analysis.

6. Customer communication experience (E-mail and Phone) 7. Experience in an internet company a plus

Requirements

1. Strong understanding of the survey research process and statistical analysis techniques.

2. Proven experience using SPSS or an equivalent statistical analysis tool.

3. Experience with SQL or other database language a plus 4. Strong understanding of the PayPal product and business model.

5. Keen analytical mind, Skilled in statistical modeling techniques 6. Excellent written and oral communication skills. Experience with PowerPoint.

7. Ability to direct and motivate others.

8. Excellent presentation skills. Will be presenting to Senior staff 9. Unwavering attention to detail.

10. Well-developed sense of urgency and follow through.

11. Ability to work flexible hours.

12. Ability to handle multiple projects under pressure.

13. Must be a team player willing to support and accept the total quality processes and systems.

14. Strong interpersonal skills, presentation skills, ability to work productively with all levels in an organization, time management skills and follow through 15. Ability to learn and adapt to new technologies 16. Ability to maintain highly confidential information.

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