Customer Assurance Manager
SecureSpace
Job Level
SeniorLead
About the role
- Manage Sago’s internal data processing team and vendor relationships
- Coordinate timelines, responsibilities, and quality with programmers, QA, and project managers
- Represent the data team to clients, colleagues, and partners and resolve client queries
- Recruit, interview, onboard, and train data team members; set departmental processes and standards
- Monitor and manage error rates, team performance, margin, and bandwidth
- Perform and oversee data checks, tabulations, and QC of tables
- Prepare tables in Quantum and check Max-diff, Conjoint, and segmentation setups
- Write and maintain data cleaning scripts and perform data manipulation tasks (labeling, stacking, recoding)
- Use statistical methods and visualization tools to produce detailed reports and dashboards supporting strategic decisions
- Provide technical support and training to junior internal staff and outsourced teams on best practices and SOPs
Requirements
- Manage Sago’s internal data team and relationships with vendors
- Coordinate with programmers, QA team members, and project managers to manage timelines and responsibilities
- Represent the data team in discussions with clients, colleagues, and partners
- Recruit, interview, and train new members of the team
- Inform processes and set standards for Sago’s data processing department
- Manage high-volume workload with strict quality and turnaround expectations
- Delegate work, formulate processes, provide and accept constructive performance feedback
- Manage systems for tracking error rates, performance, margin, and bandwidth; maintain low error rates
- Use statistical methods and visualization tools to interpret data and create reports and dashboards
- Collaborate with cross-functional teams to support strategic decision-making and improve research methodologies
- Strong analytical skills and ability to communicate findings effectively
- Perform data checks using Quantum, SPSS, and Excel
- Check Max-diff, Conjoint, and segmentation setups
- Prepare tables in Quantum
- Write data cleaning scripts
- Perform data manipulation: labeling, stacking, recoding, renaming, etc.
- Resolve client queries and update client requirements
- Excellent interpersonal, problem solving, and decision-making skills
- Good English communication skills
- Education: Bachelor’s degree
- Experience: 7+ years overall Data Processing experience in the Market Research industry; 3+ years management experience in the Market Research industry
- Computer Skills: MS Teams, Office, Word, Excel, PowerPoint, Outlook; SPSS; Quantum
