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Quality Analyst

Description

The person in this role will work cross-functionally and globally collaborating with business/product owners, IT development and operations, engineering, and call center teams to ensure the flawless delivery of connected services.   The ideal candidate will also have a strong understanding of databases and possess analytical as well as proven problem-solving abilities.

Job Responsibilities: 

  • Investigate end-to-end system performance and customer experience issues while applying sound technical judgment with data for the develop of a sensible containment or resolution
  • Design, develop, and implement tools and/or processes to automate routine tasks as necessary to achieve operational efficiencies
  • Work as liaison between technical teams and call center operations to ensure a successful customer experience post system implementation or back office deployment
  • Display strong desire to learn and master new disciplines, striving to achieve subject matter expertise reputation in your designated area of responsibility
  • Improve the customer experience or resolve problems at first contact.
  • Communication abilities to share meaningful analyses and recommendations to non-technical audiences and executives
  • Ability to mine vehicle/user data gathered through multiple systems and present the data in a way to highlight patterns, anomalies, relationships and trends
  • Identify, quantify and communicate complex system issues impacting customers to leadership in a clear and concise manner
  • Define system requirements for application changes or enhancements, open defects with appropriate supporting information using enterprise tools
  • Communicate all issues found with product owners and drive issue resolution
  • Recognizes, communicates, and follows safe work practices as the highest priority and establishes guidelines for ergonomics, health/safety and housekeeping
  • Frequent contact with others outside the work group
  • Keeps management informed of developments as they occur
  • Track connected feature rollout globally and work with Back-Office SMT for environment readiness

Required Education, Skills and Abilities: 

  • Bachelor’s degree in computer science, engineering, information systems or other related field, or equivalent experience.
  • 3+ years of troubleshooting and system analysis experience (operations environment preferred)
  • Proficiency interacting with relational database structures (Oracle databases)
  • Experience with Big Data ecosystem, preferably Hadoop
  • Strong analytical and problem solving skills
  • The ideal candidate will also have a working understanding of SQL
  • Proficiency with MS Office suite and specifically MS PowerPoint and MS Excel
  • Strong understanding of call center applications, application integration and work flows to support enhancements that benefit the user experience.
  • High level of interpersonal skills to work effectively with others
  • High level of analytical ability where problems are unusual and difficult
  • Well-developed oral and written communication skills
  • High level oral and written communication skills to work within a team
  • High level interpersonal skills to work effectively with all levels of the organization, motivate employees and elicit work output 
  • High level understanding of vehicle connectivity architecture
  • Understanding of Infotainment backend components.
  • Demonstrate ability to organize and correlate big data sets from various sources for in-depth domain analysis.
  • Knowledge of GM tools including NeoVi Fire, VSPY, DPS, ADB, etc.

Additional Description

Preferred Education, Skills and Abilities: 

  • Strong Database skills and significant SQL query development experience
  • Prior experience with vehicle infotainment, telematics, or navigation systems
  • Strong understanding of application architecture and system integration including web services and APIs   
  • Familiarity with Cloud Message APIs and Push Notifications
  • Experience participating in Failure Mode and Effect Analysis (FMEA) activities
  • Engineering/Manufacturing/IT or related degree
  • Experience with New/Major Vehicle Launch
  • Understanding of the Back-Office development & release process
  • Prior Development and/or Validation experience of connected features/functions beneficial
  • Ability to identify and remove roadblocks and escalate as appropriate
  • Excellent conflict resolution skills
  • Interpersonal skills to work effectively with others, motivate employees and drive work output
  • Comfortable dealing with ambiguity in a quickly evolving environment
  • Knowledge of OnStar Systems and Databases
  • Experience integrating various data sources with business intelligence solutions preferably PowerBI

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us 

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values; 
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers.   We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statements

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com . In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.