Data Analyst

Data Analyst

The Data Analyst analyzes travel booking trends, operational performance, turnaround times, booking errors, cancellations, refunds, customer experience metrics, and other key business indicators using statistical analysis, SQL, and data visualization tools.

Job description:

Key Responsibilities

• Process & Operational Data Analysis: Extract, clean, and analyze travel booking trends, turnaround times (TAT), booking error rates, queue times, and refund/cancellation bottlenecks using statistical tools and SQL.
• Six Sigma & DMAIC Projects: Apply Lean Six Sigma methodologies (DMAIC) to design, execute, and monitor continuous improvement projects aimed at cutting operational waste, reducing booking variances, and improving First Contact Resolution (FCR).
• Dashboarding & KPI Tracking: Design real-time Power BI or Tableau dashboards to track operational KPIs (e.g., Cost per Transaction, Customer Satisfaction/NPS, SLA compliance, and yield management performance).
• Root Cause & Defect Analysis: Perform root cause analysis (RCA) on recurring booking failures, GDS error logs, and customer complaints to implement permanent process controls.
• Travel Vendor & Inventory Analytics: Analyze airline segment performance, hotel room night pickup, and Global Distribution System (GDS) segment costs to optimize supplier contracts and distribution costs.
• Stakeholder Reporting: Present statistical insights, process capability studies ($C_p / C_{pk}$), and lean recommendations to country managers, operations heads, and corporate travel clients.

Qualifications & Requirements:

1. Education & Certifications

• Degree: Bachelor's degree in Industrial Engineering, Statistics, Computer Science, Information Technology, Tourism Management, or Business Analytics.
• Mandatory Six Sigma Credential:
• Six Sigma Green Belt or Black Belt (IASSC, ASQ, or recognized corporate accreditation) is explicitly required. (Yellow Belt may be accepted for Associate/Junior level roles).

2. Industry & Technical Experience

• Experience: 2 to 5+ years in data analytics or process engineering within a travel agency, airline, hotel chain, OTA, or travel-focused BPO/shared services organization.
• Travel Systems & Domain Knowledge:
• Hands-on knowledge of Global Distribution Systems (GDS) like Amadeus, Sabre, or Galileo.
• Understanding of travel metrics: PNR (Passenger Name Record) generation, refund processing cycles, OTA booking funnels, and corporate travel policy compliance.
• Data Tooling & Statistical Software:
• Database & Querying: Advanced SQL (PostgreSQL, BigQuery, or MySQL) for querying large transaction logs.
• Visualization: Power BI or Tableau for automated reporting.
• Statistical Tools: Advanced MS Excel (pivot tables, complex formulas, data modeling) and statistical packages like Minitab, Python, or R for statistical process control (SPC) and capability analysis.

3. Competencies & Soft Skills

• Root Cause Analysis (RCA): Expertise in tools like Fishbone diagrams, 5 Whys, Pareto Charts, and Value Stream Mapping (VSM).
• Business Acumen: Ability to translate statistical findings into measurable bottom-line savings (e.g., reducing transaction cost per booking by X% or cutting refund processing SLA times).
• Cross-functional Agility: Excellent written and verbal English communication skills to align with operations teams, BPO leadership, and international travel suppliers.