As a Senior Data Analyst in the Customer Experience (CX) Quality Assurance (QA) domain, you will play a critical role in driving data-driven decision-making to enhance the quality of customer support operations. You will analyze data related to agent performance, customer satisfaction (CSAT) surveys, and other key metrics to identify trends, uncover insights, and recommend actionable improvements. Your work will directly impact the quality of customer interactions, agent performance, and overall customer satisfaction. This role requires a strong analytical mindset, expertise in data analysis tools, and a deep understanding of customer experience metrics. You will collaborate closely with QA teams, customer support managers, and other stakeholders to ensure data insights are translated into effective strategies for improving customer experience.
Key Responsibilities
Data Analysis and Reporting:
Analyze data related to agents quality scores, QAs performance, QA queue of tasks, CSAT surveys etc.
Create comprehensive reports and dashboards to visualize key metrics and insights for stakeholders.
Quality Assurance Insights:
Identify patterns and trends in QA data to uncover root causes of quality issues.
Provide actionable recommendations to improve agent performance and customer interactions.
Monitor the impact of QA initiatives and track progress over time.
Collaboration with Stakeholders:
Work closely with QA teams, customer support managers, and training teams to share insights and drive data-informed decisions.
Partner with IT and data engineering teams to ensure data accuracy, accessibility, and relevance.
Process Improvement:
Identify inefficiencies in QA processes and recommend improvements to enhance data collection and analysis.
Develop and implement new metrics or KPIs to better measure agent performance and customer satisfaction.
Predictive and Prescriptive Analysis:
Use advanced analytics techniques to predict trends in agent quality and customer satisfaction.
Provide prescriptive recommendations to proactively address potential issues before they impact customer experience.
Skills, Knowledge & Expertise
Work experience as a data analyst for 3+ years.
Advanced knowledge of SQL, Python.
Experience using Tableau/Metabase or similar data visualization tools.
Experience with using GPT/Claude as a tool for work tasks solving.
A structured approach to problem solving alongside strong quantitative skills. You can analyze issues, identify root-causes and recommend solutions.
Ability to come up with hypotheses and ways to improve our processes: backed by data if possible, but also by your expertise and common sense.
Verbal and written communication skills, an ability to interact with business and product teams.
