Data Analyst

Minimum Bachelor’s degree in a quantitative or technical field (math, statistics, computer science, engineering) or comparable experience.
Experience in speech analytics (e.g., with tools like Verint, NICE Nexidia, CallMiner, Genesys, or AWS Transcribe).
Experience in contact center analytics, customer experience, or operations (especially in insurance).
SQL & databases: Ability to query databases and analyze structured/unstructured data.
Data visualization: Experience with Tableau, Power BI, or similar tools.
Expertise in a traditional data or analytics corporate environment.
Strong SQL skills with data mining knowledge.
Advanced Excel skills (incl. VBA, macros, complex calculations, etc.) required.
Able to rapidly learn new processes, databases, and applications.
Demonstrated knowledge of call center performance metrics (Average Handle Time, Average Hold Time, etc.).
Experience with incentive-based compensation modeling.

Strong data analysis skills to identify trends and actionable insights with a focus on speech.
Design, build, and maintain reporting that measures performance of KPIs such as Service Quality, Growth, Turnover, Efficiencies, and Accuracy.
Develop internal reports on expenses, incentive programs, initiatives, and performance goals and results, including ad-hoc reports as needed.
Provide ad hoc data analysis in variety of source systems and using a variety of data analysis tools/languages (SQL, Teradata, Tableau, Excel, Access).
Identify and analyze trends with root cause analysis while providing solutions.
Assist with designing, building, and maintaining data tables in Teradata for query optimization.
Support management through scheduled scorecard reporting, accurate performance measurement, and baseline metrics establishment.
Document existing and newly created processes for implementation in production systems.
Manage the Call Center Analytics mailbox by responding to questions and inquiries in a timely and professional manner.

No preferred qualifications provided.