Data Analyst - Remote

Overview

The Data Analyst is responsible for analyzing IVR performance and caller behavior data to identify trends, uncover issues, and provide actionable insights that improve the overall caller experience.

In Short

• Analyze IVR and caller behavior data to identify trends, patterns, and improvement opportunities
• Develop and maintain reports and dashboards that track IVR performance and customer experience metrics
• Use SQL and Excel to extract, clean, and analyze data from IVR and call center systems
• Design and build custom Tableau reports for business and technical stakeholders
• Collaborate with Product Owners, Engineers, and business teams to define analytics requirements
• Provide data-driven insights to support IVR design, optimization, and operational decisions
• Support ongoing measurement of IVR effectiveness and customer journey outcomes
• Present findings clearly to both technical and non-technical audiences

Requirements

• Strong experience analyzing data from IVR or contact center environments
• Familiarity with IVR platforms and call flow concepts
• Understanding of UX or customer experience design principles
• 3+ years of experience in data analysis
• Strong proficiency in SQL
• Strong experience with Excel for data analysis and reporting
• Experience designing and developing reports in Tableau
• Solid analytical and problem-solving skills
• Strong communication skills

Benefits

• Culture of relentless performance with a 99% project success rate
• Competitive pay and benefits including health insurance and language courses
• ForeverRemote work culture offering flexibility
• Growth mindset with professional development opportunities
• Global impact through collaboration on impactful projects
• Welcoming multicultural environment with open communication
• Social sustainability values focused on IT education and community empowerment