Job description
Job Overview
This role as Business Data Analyst for Quality of Service will be responsible for improving the effectiveness of our Live Services by analyzing Quality of Service metrics and partnering across the organization to link supporting data sets to tell the story of how we are performing for our customers and workforce. In this innovative role, your primary outcome will be providing deep, data driven insights that will enable our Life Service experts to deliver a world class customer experience. Quality of Service focuses on creating actionable insight and understanding, through the analysis of both quantitative and qualitative data, building recommendations that directly address business objectives and measure effectiveness of improvements.
Request
Experience in speech analytics (e.g. natural language processing), business operational process development and data analysis is requiredAdvanced SQL and coding skills to perform data segmentation and aggregation from scratchGood working experience with data analytics and visualization tools.Evidence of statistical analysis including A/B and multivariate testing.Outstanding communication skills with the ability to deftly negotiate, prioritize across teams, influence decision makers and build consensus with teams.High degree of accountability, organization and empathyExperience working with Key Performance Indicator metrics such as conversion rates, user acquisition, conversion and retention and/or product usageStrong business acumen and exceptional analytical ability with at least 5 years of relevant experience. Experience in Financial Services or FinTech preferredBachelor’s Degree in Quantitative Field or commensurate work experience. Master’s degree beneficial
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