Senior Data Analyst

Responsibilities:

Derive insights from data analysis, conduct root-cause analysis of operational issues identified by the data, and provide recommendations to remediate operational issues.
Transform raw data and analysis into data visualizations and interactive dashboards using dashboard tools.
Drive understanding of our customers and their interaction with our contact center and customer operations teams, through in-depth analyses of customer interaction, engagement, and transcribed calls.
Answer complex business questions via SQL queries to enable business owners to make critical decisions.
Investigate to identify problematic trends that may impact customer experience and operational metrics negatively.
Support customer operations projects, initiatives and decision making with business and data analysis.
Recommend changes in business model and processes to achieve efficiencies or experience improvements.
Participate in operational discussions for problem resolution and be able to communicate complicated business/technical solutions.
Improve data culture by providing data visualization ready to use templates.
Assist with the development of requirements, testing, training documents, SOPs and related materials for customer operation projects, applications and services.

Qualifications:

Bachelor's Degree in Data Analytics, Statistics, Economics or related field.
5 years of experience in Data Analytics.
Manage, transform, and analyze data using SQL or similar tools.
Experience with data visualization tools, such as Power BI and Tableau.
Comfortable with ambiguity with the ability to challenge traditional thinking to solve problems.
Ability to translate business language into technical requirements.
Ability to clean, wrangle, and transform large, complex data sources, using fit-for-purpose data analysis techniques to generate robust insights.
Strong Microsoft Office skills: Excel, PowerPoint, Access and Google skills: Sheets, Slides, etc.

Key Skills: