Consumer Affairs Operational Analyst

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Kelly Services, in partnership with Nissan North America, is seeking a Consumer Affairs Operational Analyst. In this role, you’ll analyze operational and customer data to drive actionable insights that elevate business performance, customer experience, and operational efficiency.

Position Details

• Pay: $33.40/hour
• Location: Murfreesboro, TN
• Schedule: Monday–Friday, 8am–5pm (on site)

As a Consumer Affairs Operational Analyst, You Will

• Develops, maintains, and distributes recurring operational reports, dashboards, and scorecards that measure Consumer Affairs performance and key business metrics.
• Analyzes customer contact trends, case management activity, call center performance, quality metrics, customer satisfaction, goodwill spending, and other operational data to identify opportunities for improvement.
• Designs and maintains interactive dashboards using business intelligence tools to provide timely visibility into operational performance for leadership.
• Partners with Consumer Affairs Operations, Executive Escalations, Quality, Training, Regional Operations, Product Quality, Warranty, and other business partners to understand reporting requirements and develop analytical solutions.
• Performs data validation and quality assurance to ensure reporting accuracy, consistency, and integrity across multiple systems and data sources. Conducts root cause analyses of customer issues, operational performance trends, and emerging business concerns to support strategic decision-making.
• Develops forecasting models and trend analyses to support staffing, workload planning, customer contact volume forecasting, and resource allocation.
• Creates executive presentations and communicates analytical findings in a clear, concise manner that supports leadership decision-making.
• Monitors key performance indicators (KPIs) including, but not limited to, customer satisfaction, case aging, days to close, inventory per analyst, call center performance, quality scores, escalation trends, and operational productivity.
• Identifies opportunities to automate manual reporting processes and improve reporting efficiency through the use of business intelligence and reporting tools.
• Supports continuous improvement initiatives by measuring program effectiveness and providing recommendations based on analytical findings.
• Collaborates with internal business partners to evaluate operational processes and recommend data-driven improvements that enhance customer experience and operational effectiveness.
• Maintains documentation of reporting processes, business definitions, and dashboard standards to ensure consistency and sustainability.
• Supports special projects, executive requests, and strategic initiatives by providing timely analysis and business insights.
• Develops and supports a climate of teamwork and collaboration while serving as a trusted analytical resource for Consumer Affairs leadership.
• As necessary, performs other related duties of which the above are representative.

We’re Seeking Candidates With

• Excellent analytical, critical thinking, and problem-solving abilities.
• Outstanding interpersonal, written, oral, and presentation skills.
• Strong organization and project management abilities.
• Proven ability to analyze large datasets, identify trends, communicate insights, and develop business recommendations.
• Ability to work independently, manage multiple priorities, and collaborate across departments.
• Strong attention to detail and commitment to data accuracy.

Minimum Qualifications

• Education: Bachelor’s degree required in a business or related field, no exceptions.
• Experience: 3–5 years of professional experience in Data Analytics, Business Analytics, Business Intelligence, Operations Analytics, Customer Experience Analytics, or a closely related analytical field.
• Experience developing dashboards and reports using Power BI, Tableau, or similar platforms strongly preferred.
• Experience analyzing operational performance or contact center data highly desired.

Benefits Include

• 16 paid holidays
• 10 days of paid time off
• Enhanced medical benefits
• Kelly Perks Discount Program
• Weekly pay

If you or someone you know would be interested in this Consumer Affairs Operational Analyst opportunity, don’t wait—apply today!

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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About Kelly

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