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Senior Data Analyst - Customer Experience - Remote

Posted 3 weeks ago

Overview

As a Senior Data Analyst in the Customer Experience (CX) Quality Assurance (QA) domain, you will play a critical role in driving data-driven decision-making to enhance the quality of customer support operations.

In Short

  • Analyze data related to agents quality scores, QA performance, CSAT surveys, etc.
  • Create comprehensive reports and dashboards to visualize key metrics.
  • Identify patterns and trends in QA data to uncover root causes of quality issues.
  • Provide actionable recommendations to improve agent performance.
  • Monitor the impact of QA initiatives.
  • Collaborate with QA teams and customer support managers.
  • Partner with IT and data engineering teams for data accuracy.
  • Identify inefficiencies in QA processes and recommend improvements.
  • Use advanced analytics techniques to predict trends in agent quality.
  • Provide prescriptive recommendations to proactively address potential issues.

Requirements

  • Work experience as a data analyst for 3+ years.
  • Advanced knowledge of SQL and Python.
  • Experience with Tableau/Metabase or similar tools.
  • Experience using GPT/Claude for work tasks.
  • Strong quantitative skills and problem-solving ability.
  • Ability to formulate hypotheses for process improvement.
  • Verbal and written communication skills.
  • Upper-intermediate English proficiency.

Benefits

  • Impact on customer interactions and satisfaction.
  • Collaborative work environment with various teams.
  • Opportunities for professional growth and development.
  • Access to advanced analytics tools and technologies.
  • Flexible working arrangements.

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