Associate Data Analyst Bazaarvoice
THIS JOB HAS EXPIRED More information about this job:
Bazaarvoice is based on a simple truth; when people talk to each other, people buy stuff they are happy about because they trust the opinions of others. We see a day when all voices are connected and, together, help the marketplace function better. That?s what our name means: the ?voice of the marketplace.? We?ve built a network that connects businesses together to amplify the authentic voices of people wherever they shop ? online, in-store and mobile.
Each month, more than 400 million people view and share authentic opinions, questions and experiences about 20 million products in the Bazaarvoice network. Our technology platform channels these voices into the places that influence purchases.
Our network helps businesses gain access to a wider audience of shoppers and trusted consumer content to improve sales and marketing. Insights from our network data help marketers and advertisers provide more engaging experiences, drive product innovation and performance, make better merchandising decisions and build brand advocates and loyalty.
Who We Want:
Bazaarvoice allows their clients the ability to collect a variety of user generated content (UGC). All of this content makes its way through our Content Integrity & Insights team. The Content Integrity & Insights Team is divided into an in-house team (where this role will reside) and a remote work-from-home team. Our remote workforce is responsible for the day to day moderation of content, ensuring that the UGC that is posted to our client?s site meet our authenticity standards. The primary function of our in-house team is twofold: 1) From a tactical standpoint, we work to ensure that all of our content is moderated within the contractual timelines we have in place with our clients. This involves making sure that the right content gets to the right moderators at the right time. 2) From a strategic standpoint, we work to ensure that we are constantly improving the efficiency of our team to always push the envelope of delivering the highest quality moderation at the lowest cost and at the fastest time.
We are looking for a good problem solver and someone who enjoys making processes and reports more efficient. Our team is unique in that we interface with a large (200+) team of remote workers and we work with hundreds of clients who we have to initially set up for moderation and then maintain and answer moderation-related questions as they develop.
In this role, you will be responsible for monitoring our Salesforce queue of cases. This will require will troubleshooting and closing of most cases, and the ability to work with other team members to close more complex cases. In addition, when a client launches a Bazaarvoice solution, we have to set them up in our internal tools to ensure content gets moderated in a timely manner. This role would be responsible for ensuring that clients get set up for initial success.
On a daily basis, we work to ensure that we have enough moderators for the day to handle the workload coming in. Since our daily workload is unpredictable, we have a number of tools and processes to help us increase our capacity, as needed. In this role, you would be charged with watching our capacity levels and making changes as needed to ensure we meet the needs of our client base.
On a periodic basis, we audit our clients to determine if there is any unauthentic activity happening (spam, fraudulent submissions, etc.). This role would be responsible for monitoring this on a recurring basis and also reacting to moderators and clients who submit suspicious activity.
By its nature, our team is very data-centric. We measure everything by characters and are constantly looking at how many characters we moderated in a day, down to the moderator level. In addition, we?re closely looking at moderator performance to ensure they are going fast enough and that they are accurate. We rely heavily on Excel reports and our ideal candidate would be a super-user of Excel (able to create and manipulate Pivot tables in their sleep and not intimidated by VLookups and the like). In addition, this role requires heavy use of SQL and we are looking for someone with significant experience in this area.
In addition, the Content Integrity & Insights team utilizes some home-grown portals to view and slice data. This portal is accessed by the internal team on a regular basis to view queue and moderator performance. In addition, it is viewed by the moderators, allowing them to see their performance metrics in near real time. This role will be responsible for maintaining this tool, as well as working to enhance the features and functionality.
Analyze and assess incoming queues of content across 27+ languages in real-time, looking for trends and anomalies. Based on real-time analysis, make changes to moderation rules, send out additional workloads, and develop reports to enable long-term planning.
Develop and deliver recurring and ad-hoc reports to in-house team, deep diving on moderator and queue performance, both short and long-term.
Solicit feedback from the in-house team and the moderators regarding the Moderator Portal. Develop new reporting metrics that can be delivered to these teams in near real-time to meet their needs and increase moderator quality and peed.
Independently research client support cases related to moderation and provide feedback to clients (Salesforce experience a plus). Must be able to engage clients in a professional manner and be able to deliver hard messages in a positive way.
Install new clients into our rules and processes, customizing where needed.
Skills and Experience Necessary for the Role:
BS in Management Information Systems, Statistics, Math, Operations Research, Computer Science, or another quantitative discipline
Advanced proficiency at Microsoft Excel
Experience using SQL databases (database querying and management)
Familiarity with a scripting language such as Python, PHP, or Perl
Interest in using probability and statistics to answer complex questions
Strong ability to communicate technical details clearly and concisely to a non-technical audience
Attention to detail and absolute focus on quality of work
Ability to multi-task and work competing priorities
Positive, self-starter attitude
||3900 N. Capital of Texas Hwy |
Austin, TX 78746
THIS JOB HAS EXPIRED
Bazaarvoice, one of Austin's leading, venture-backed Web startups that serves domestic and international Fortune 500 brands with word of mouth online technology and services. We have experienced explosive growth with featured articles in the New York Times, AdAge, Fortune Magazine, and we are the only Texas-based startup to make the Red Herring 100 North America and Global list.Investors: Austin Ventures
, Battery Ventures
, First Round Capital All Jobs: at Bazaarvoice
|Headquarters:||3900 N. Capital of Texas Hwy|
Austin, TX 78746
|Company Profile:||About Bazaarvoice
Bazaarvoice is a SaaS company that brings the power of social commerce to the world's best brands. Social commerce happens when you connect customers to one another in ways which drive measurable results to your business. Bazaarvoice helps all types of businesses capture, display, share, and analyze customer conversations online. Our combination of technology and personalized services help brands build online communities who help drive measurable business goals. We make it easy for our clients to let their customers share opinions, knowledge, and experiences.
Bazaarvoice is an open, creative and collaborative culture, where passion and excellence rule. You have the opportunity to work within a world-class organization bringing cutting-edge interfaces and functionality to market on leading eCommerce sites. Great ideas can come from anywhere. We're looking for imaginative people who want to be a part of the conversation and have an impact on the future of social commerce.
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