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Job Description
Key Responsibilities:
Data Analysis & Insights
Perform foundational to advanced analysis of operational and customer satisfaction data. Identify trends, gaps, and opportunities using tools like Excel, Power BI, Tableau, and statistical applications. Conduct root cause analysis and translate findings into actionable insights.
Dashboarding & Reporting
Design, build, and maintain business intelligence dashboards. Generate regular and ad-hoc reports, ensuring accuracy and consistency.
Call Evaluations & Quality Review
Evaluate call data to assess agent performance and call quality. Provide feedback and recommendations to improve customer interactions.
Data Preparation & Scrubbing
Clean, prepare, and merge data from multiple sources ensuring accuracy and integrity.
Stakeholder Management & Communication
Build strong relationships with internal stakeholders. Present insights and action plans to stakeholders. Proactively manage deliverables.
Process Improvement & Project Management
Collaborate on the development and implementation of process improvements. Lead or support analytics projects ensuring timelines and objectives are met.
Qualifications:
Education
Bachelor’s degree (any field for entry-level; related field preferred for senior level).
Experience
1–3 years in business/data analysis. Experience with tools like Power BI, Tableau, Excel, Minitab, Python a plus.
Skills
Strong analytical and problem-solving ability, project management, excellent attention to detail, proficiency in Excel, and strong communication skills.
Preferred
Experience with database management, call center operations, and statistical modeling.
Working Conditions
Remote setup with in-office work as needed. US standard business hours.
Salary
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