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.