Data Analyst

Key Responsibilities

• Source, combine, prepare and analyse large datasets efficiently using tools that enables data scalability

• Conduct descriptive and diagnostic analytics to identify performance trends, attributes, and improvement opportunities

• Develop and maintain Power BI dashboards and reporting frameworks that provide clear, timely visibility of call centre performance

• Support quality assurance analytics by analysing call centre agent performance data and surfacing actionable insights

• Perform root-cause analysis on operational and customer experience issues to inform client decision-making

• Translate complex data into compelling, clear narratives for client stakeholders through effective data storytelling

• Collaborate with the Data Science team and client-facing consultants to align analytical outputs with client objectives