Specialist Data Analyst
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Job Location:
Kuala Lumpur - Malaysia
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
The Responsibilities of the Role:
- Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance. Report and trend performance metrics on a daily/weekly/monthly basis; produces monthly management reports.
- To find opportunities and analyses qualitative and quantitative data and translating data into insights to identifies performance improvement opportunities via Microsoft Pivot tables cross-tabs or via other tools
- Coordinates with statisticians for development of key driver analysis statistical linkages and calibration between Service delivery team KPI and other Contact Centre operational metrics such as quality AHT OSAT etc.
- Facilitates root cause analysis to determine the key drivers behind Service delivery performance.
- Facilitates Service delivery action planning sessions with Contact Centre Operations. Develops recommendations involving operational process changes that are expected to improve Service results; solutions require resolution of complex operational issues.
- Create informative actionable and repeatable Customer Service reporting that highlights relevant business trends and opportunities for improvement with a focus on data accuracy and consistency.
- Design interactive dashboards that leverage data visualization to deliver analysis of key contact centre metrics and KPIs for use by internal end-users.
- Proactively analyse data using multiple systems to identify data quality gaps evaluate business processes and derive sound conclusions.
- Suggest changes to Customer Service Leadership using analytics to support recommendations and actively participate in the implementation of approved changes.
- Interpret evaluate and interrelate operational data and develop integrated business analysis for strategic decision-making.
Skill Requirements:
- Degree holder in business management or an IT related discipline
- PC industry knowledge would be good.
- Minimum 3 years related data processing experience.
- Successful candidates should have the following prerequisite qualifications:
- Previous experience working in similar data processing role.
The Package :
- Attractive Salary (RM 4000 - RM 5500).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
- Location: Damansara Uptown.
Company Industry
IT Services and IT Consulting
Key Skills
- Data Analytics
- Microsoft Access
- SQL
- Power BI
- R
- Data Visualization
- Tableau
- Data Management
- Data Mining
- SAS
- Data Analysis Skills
- Analytics
