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Analyst 2, Social Media (Quality Assurance)
Comcast
Tucson, AZ, United States
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Job Summary:
Responsible for supporting the larger social media customer service
operational environment by creating and maintaining forecasting models,
operational reporting, quality and customer satisfaction surveys.
Researches customer impacting issues. Monitors online communities,
analyzes responses to social media activities and represents the Comcast
in online communities, media, analysts and the general public at large.
Works with moderate guidance in own area of knowledge.
Core Responsibilities:
• Performs qualitative and quantitative analysis around the digital
economy.
• Designs and develops media monitoring and social media analysis
strategies using monitoring tools and human tracking techniques.
• Conducts media monitoring and social media analysis to identify
potential risks associated and vulnerabilities in public communications
and perceptions about the organization and/or program and to identify
opportunities for reactive and proactive engagement.
• Evaluates, assesses, monitors and measures the impact of performance
and effectiveness of communication and outreach tactics.
• Conducts research as necessary to build benchmark metrics and baseline
assessment on social media platforms.
• Develops media monitoring and social media analysis reports daily,
monthly, and on an as needed basis regarding emerging topics and trends.
• Available on an as needed basis for crisis communication.
• Analyzes internal and external customer information. Supports annual
strategy review process as well as ad-hoc strategy projects.
• Identifies new growth opportunities and builds business cases based on
primary research. Creates executive level communications and
presentations.
• Monitors external sources for market and competitive intelligence.
• Consistent exercise of independent judgment and discretion in matters
of significance.
• Regular, consistent and punctual attendance. Must be able to work
nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
Job Specification:
• Bachelor's Degree or Equivalent
• Generally requires 2-5 years related experience.
Comcast is an EOE/Veterans/Disabled/LGBT employer