Analyzes large datasets to identify call center performance trends, quality assurance insights, operational issues, and customer experience improvements. Develops Power BI dashboards, performs root-cause and descriptive analytics, and translates findings into clear narratives for clients and nontechnical stakeholders. Collaborates with data scientists and consultants to align analytical outputs with business objectives.
Job Title:
Data AnalystJob Description
Data Analyst within Concentrix ANZ's offshore analytics team, 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.ROLE: Data Analysis
DESIGNATION: Data Analyst
LOCATION: Thane
YEARS OF EXPERIENCE: 3+ years
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Role and Key Responsibilities:
- Source, combine, prepare and analyze large datasets efficiently using tools that enable 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
Preferred skills
- 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
Education Qualification: Graduate
Disclaimer: -
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities.
Location:
IND Thane - 11th Floor G-Corp Tech Park Ghodbunder RoadLanguage Requirements:
Time Type:
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