Description

• 
  Source, combine, prepare and analyse large datasets efficiently using tools that enables data scalability
• Conduct descriptive and diagnostic analytics to identify performance trends, attributes, and improvement opportunities
• Develop and maintain Power BI dashboards and reporting frameworks that provide clear, timely visibility of call centre performance
• Support quality assurance analytics by analysing call centre agent performance data and surfacing actionable insights
• Perform root-cause analysis on operational and customer experience issues to inform client decision-making
• Translate complex data into compelling, clear narratives for client stakeholders through effective data storytelling
• Collaborate with the Data Science team and client-facing consultants to align analytical outputs with client objectives
  
   

Key Skills & Knowledge

 

• 3–5 years of experience in a data analyst or analytics role, preferably within a BPO, call centre, or customer experience environment
• Proficiency in Power BI and SQL
• Strong skills in R (preferred) or Python for handling and analysing large datasets
• Solid understanding of descriptive and diagnostic analytics techniques
• Experience in root-cause analysis and performance reporting
• Strong data storytelling and communication skills with the ability to present findings clearly to non-technical stakeholders
• Effective communication skills and the ability to communicate complex concepts to varying audience types
• Collaborative team player with a demonstrated ability to work effectively within a team environment
• Familiarity with call centre quality assurance frameworks and methodologies
• Exposure to Amazon Connect Customer Profiles or Genesys Cloud CX
• Experience in open-source interactive tools like Shiny (preferred) or Dash

Key Skills

Education

Bachelor's degree