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.
Requirements 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 Skills / Attributes Required 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.
