Informacje o stanowisku

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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, analyzing and presenting it to service stakeholders with the goal of finding ways to improve efficiency, quality, and customer experience.

Requirements

Key Tasks and Responsibilities

1. Gather and analyze data (case monitoring, contact analysis, DSAT/CSAT data scrubbing, call listening and other related activities) to understand customer journey.
2. Submit trend analysis/reports/recommendations to the relevant departments.
3. Interpret results of trends and patterns.
4. Maintain and keep historical performance data and reports.
5. Work in partnership with QA specialists/analysts to come up with a more descriptive and qualitative report.
6. Establish new data gathering and analysis techniques to improve data reporting.
7. Create 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.

Technical

1. Proficient in MS Office and Google applications.
2. Background in Business Intelligence and/or Reporting is good to have.

Behavioral

1. Excellent written and verbal communication.
2. Ability to make the right decisions, with a strong sense of ownership and accountability.
3. Flexible, adaptable, and able to work to tight deadlines.
4. Ability to apply creativity to resolving problems.
5. Ability to build effective working relationships at all levels.
6. Positive and enthusiastic personality and approach to work.
7. Willing to learn new skills and grow with the company.

Qualifications (EDUCATION and/or EXPERIENCE)

1. At least a high school diploma or equivalent.
2. Previous experience in a similar role or equivalent.
3. 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 and Polish at all levels.

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