The Data Analyst collects and interprets data to help the service take actionable steps to improve performance and meet goals. Their duty includes but is not limited to gathering service statistics and trends, analyze and present it to service stakeholders with the goal of finding ways to improve efficiency, quality and customer experience.

Key Tasks And Responsibilities

• Gather and analyze data (case monitoring, contact analysis, DSAT/CSAT data scrubbing, call listening and other related activities) to understand customer journey
• Submits trend analysis/reports/recommendations to the relevant departments
• Interpret results of trends and patterns
• Maintains and keeps historical performance data and reports
• Work in partnership with QA specialists/analysts to come up with a more descriptive and qualitative report
• Establish new data gathering and analysis techniques to improve data reporting
• Creates procedural documents as needed
  
  
  

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Technical:

• Advanced level of MS Office
• Background on Business Intelligence and/or Reporting good to have
  
  

Nice to have:

• SQL and/or VBA
  
  
  

Behavioral:

• Excellent written and verbal communication
• Ability to take right decisions, strong sense of ownership and accountability
• Flexible, adaptable and able to work to tight deadlines
• Ability to apply creativity to resolving problems
• Ability to build effective working relationships at all levels
• Positive and enthusiastic personality and approach to work
• Willing to learn new skills and grow with the company
  
  
  

Qualifications [EDUCATION and/or EXPERIENCE]

• At least Highschool diploma or equivalent
• Previous experience in a similar role or equivalent
• Customer service management experience in a multinational corporate environment
  
  
  

Languages

Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels.

Benefits

Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level.

• To acquire the necessary knowledge we provide a paid training, on which not only your knowledge is expended, but you will get to know your colleagues so that you would feel at home from the beginning
• Competitive salary
• Cafeteria
• Team building and free time activities
• Modern office environment