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:

• Advanced knowledge of data analytics, cleaning and preparation.
• Proficiency with data modeling and data analysis tools.
• Expertise in programming languages Java, Python, R, SAS, Scala, SQL.
• Experience with statistical and mathematical analysis.