Data Analyst Specialist

Job Title: Data Analyst SpecialistDepartment: Customer Experience / QualityLocation: DokkiJob Summary:The Data Analyst Specialist is responsible for analyzing customer data, service tickets, and survey results to identify trends and opportunities for improvement. This role supports decision-making by providing actionable insights that enhance customer engagement, service quality, and overall operational performance.Key Responsibilities:Analyze customer tickets, feedback, and survey data to identify patterns, root causes, and improvement opportunities.Prepare and maintain performance dashboards and KPI reports using advanced Excel tools and functions.Support customer experience initiatives by providing analytical insights and recommendations.Track customer engagement and service quality metrics to evaluate performance and ensure alignment with company goals.Design and execute surveys and data collection tools to measure satisfaction and process efficiency.Collaborate with cross-functional teams (Operations, Quality, and Customer Experience) to drive continuous improvement initiatives.Ensure accuracy, consistency, and confidentiality of all data and reports.Qualifications & Requirements:Bachelor’s degree in Business Analytics, Statistics, Economics, or a related field.1–3 years of experience as a Data Analyst or in a similar analytical role.Expert-level proficiency in Microsoft Excel (Pivot Tables, Power Query, Power Pivot, advanced formulas, and data visualization).Knowledge of Six Sigma methodologies or other analytical tools is preferred.Strong analytical and problem-solving skills with attention to detail.Excellent communication and presentation skills.Ability to manage multiple priorities and meet deadlines.Preferred Skills:Experience working in customer experience or call center analytics.Familiarity with data visualization tools (e.g., Power BI, Tableau) is an advantage.Strong understanding of customer satisfaction metrics and process improvement concepts.