Data Analyst - Business Service Centre

Job Summary:

The Data Analyst is responsible for analyzing data to support the Business Service Center(BSC) in achieving its objectives and improving the customer experience. The successful candidate will have a strong background in data analysis and a passion for using data to drive business decisions.

Responsibilities:

• Design and implement dashboards and reports to provide meaningful insights into agent performance and customer feedback.
• Identify trends and patterns in customer service data and develop recommendations for improving customer satisfaction, reducing response times, and increasing efficiency.
• Work closely with the key stakeholders to understand their data needs and support their decision-making processes.
• Communicate data insights and recommendations to key stakeholders, including the customer service team, KYC team, Risk/Compliance ,chatbot team and QA team
• Stay up-to-date with the latest developments in customer service BI and data analytics, and identify opportunities to apply these technologies to improve agent effiency and customer experiences.

Qualifications:

• Bachelor's degree in a relevant field, such as mathematics, statistics, or computer science.
• 3+ years of experience in data analysis or a related field.
• Strong skills in data visualization tools such as PowerBI,QuickBI,Tableau,QlikView or DOMO
• Knowledge of big data tools such as Hive , Spark , maxcompute, elasticsearch
• Strong problem-solving and critical thinking skills
• Excellent communication and presentation skills