Data Analyst

About the role

This role focuses on operational performance management, customer experience analysis, data governance, and system support. You will analyze key performance indicators, develop BI dashboards, process customer satisfaction data, conduct sentiment analysis, and support teams across Support, System, and Operations functions.

Key responsibilities

• Analyze core KPIs and create and develop BI Dashboard
• Analyze customer satisfaction levels by processing CSAT scores and conducting text/sentiment analysis
• Perform root cause analysis to identify sources of problems
• Integrate omnichannel data from multiple sources
• Generate reports identifying areas for employee quality improvement
• Monitor and alert on anomalies
• Support quota management and data flow for smooth operations
• Analyze backlog cases and identify process bottlenecks
• Develop recommendations for process improvement
• Complete assigned tasks and ad-hoc projects with accuracy, timeliness, and high quality

About you

• Bachelor's degree or higher in Statistics, Administration, Economics, or related field

• Strong data analysis skills and ability to present data to management

• Proficiency in data analysis tools such as SQL, Big Data, and Tableau

• Advanced proficiency in Microsoft Excel, PowerPoint, and Word

• Minimum 2 years of relevant work experience

• High patience and responsibility in performing duties

• Positive work attitude and ability to support colleagues

• 6-day workweek