Senior Data Analyst - Customer Experience - Remote

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.