Role and Key Responsibilities:   

• As a Data Analyst within offshore analytics team, you will support Australian clients by delivering performance analytics, quality assurance insights, and data-driven narratives that drive call centre operational excellence and improved customer outcomes.  You will be part of a growing AI and Analytics practice supporting leading Australian brands, working on meaningful problems across call centre performance, quality assurance, and customer experience analytics.
• 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.

Key skills & knowledge:

• 3–5 years of experience in a data analyst or analytics role, preferably within a BPO, call centre, or customer experience environment 
• Proficiency in Power BI and SQL
• Strong skills in R (preferred) or Python for handling and analysing large datasets 
• Solid understanding of descriptive and diagnostic analytics techniques
• Experience in root-cause analysis and performance reporting
• Strong data storytelling and communication skills with the ability to present findings clearly to non-technical stakeholders
• Effective communication skills and the ability to communicate complex concepts to varying audience types
• Collaborative team player with a demonstrated ability to work effectively within a team environment
• Familiarity with call centre quality assurance frameworks and methodologies
• Exposure to Amazon Connect Customer Profiles or Genesys Cloud CX 
• Experience in open-source interactive tools like Shiny (preferred) or Dash.

Educational Qualification: Graduate

IMMEDIATE JOINER ONLY