Data Analyst
M.O.T Investment
Total years of experience :9 years, 4 Months
Responsible for collection of data and preparation of daily, weekly, monthly and quarterly information reports.
Analyze information to highlight and explain key issues, trends and anomalies to management.
Discuss information or business intelligence needs with internal staff and/or external clients.
Collect and collate appropriate data for use in databases and conduct related research.
Generate reports using IT (Information Technology) / database systems and assist in their analysis.
Write reports and commentary to summaries and explain numerical reports with clear, meaningful and logical presentation of findings.
Works with large datasets and reconciliation of differences between system and parties.
Deals with internal and external queries and requests.
Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CallCenter.
Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, CallCenter leadership, CallCenter operations, analysts and the Service Quality teams.
Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
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