SCBAM – Data Analyst (Senior Associate)

Role Purpose

The Senior Associate plays a critical role in strengthening SCBAM’s data‑driven client service excellence. This position is responsible for transforming complex data into actionable insights, driving service quality through call monitoring and QA governance, and enabling continuous improvement across customer touchpoints.

The role bridges analytics, service quality, and operational performance, supporting management decision‑making, elevating customer experience, and reinforcing a culture of performance, compliance, and customer centricity.

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Key Responsibilities:

KPI, SLA & Performance Monitoring

• Monitor, analyze, and report key performance indicators (KPIs) and service level agreements (SLAs), including Service Level, AHT, FCR, Productivity, and Customer Satisfaction.
• Identify performance gaps, root causes, and improvement opportunities, and provide data‑driven recommendations.
• Generate alerts and incident notifications when abnormal service or operational performance is detected.

Call Monitoring, Quality Assurance & Service Excellence

• Conduct call monitoring and quality evaluations to ensure accuracy, compliance, professionalism, and service standards.
• Provide structured coaching feedback, support call calibration sessions, and prepare QA reports to drive continuous service improvement.
• Collaborate with SCB Customer Service teams on service quality initiatives, process enhancements, and frontline performance improvement.

Customer Service Operations & Workforce Performance Support

• Support customer inquiries, complaints, service requests, and retention activities in line with approved service standards and regulatory requirements.
• Manage service tickets and documentation, ensuring proper escalation, resolution, and SLA compliance.
• Support workforce performance through call volume analysis, real‑time monitoring, scheduling support, and productivity optimization.
• Coordinate with Investment, Risk & Compliance, IT, and related teams to manage service incidents and operational issues impacting customer experience.

Data Infrastructure, Reporting & Visualization

• Design, develop, and maintain management dashboards and analytical reports using BI tools (e.g., Power BI, Tableau).
• Support the development and standardization of end‑to‑end data processes, including data collection, validation, analysis, and visualization.
• Ensure reporting accuracy, consistency, and timeliness to enable effective data‑driven management.
• Translate complex quantitative and qualitative data into actionable insights to support strategic planning and management decision‑making.
• Support ad‑hoc and strategic analysis requests from internal and external stakeholders.

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Qualifications & Experience

Education

• Bachelor’s degree or higher in Data Science, Data Analytics, Statistics, Business Administration, Economics, Information Technology, Mathematics, or related fields.
• Master’s degree is an advantage.

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Professional Experience

• 5-7 years of experience in Data analytics, Customer service operations, Quality assurance, Workforce management, or related roles.
• Experience in Asset Management, Banking, Financial Services, or Call Center / Contact Center operations is highly preferred.
• Experience in call monitoring, quality control, coaching, or service excellence programs is a strong advantage.

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Technical & Analytical Skills

• Advanced proficiency in Excel (Pivot Tables, VLOOKUP, data modeling, reporting).
• Proficient in at least one data visualization platform (Power BI, Tableau, or equivalent).
• Strong understanding of statistical analysis, performance metrics, and operational dashboards.
• Working knowledge of SQL, Python/R, or other analytical tools is an advantage.
• Excellent presentation skills with the ability to translate complex data into clear business insights.

 Hybrid working / Work location near BTS Phahonyothin 24 and BTS Ratchayothin

Interested candidate, please submit your CV to "Apply Now"