About this role

Investigate interactions flagged by AI as critical, focusing on human context and deviations from typical patterns
Create reports, dashboards, and result presentations, with practical recommendations to improve quality indicators
Monitor KPIs to identify trends, deviations, and opportunities for improvement

Experience in data analysis and interpretation of indicators within customer service operations
Practical, proven knowledge of Excel and Power BI
Familiarity with AI concepts and applications in customer interactions (e.g., classification, sentiment analysis, prompts, etc.)
Experience creating executive reports and delivering presentations with strategic insights
Knowledge of contact monitoring (voice, chat, email, etc.) and quality evaluation methodologies
Desired knowledge: Prompt Engineering and SQL

Junior Data Analyst

Key skills