Key Responsibilities

📍Monitor and analyze customer contact and payment risk data on a regular basis to identify trends, patterns, and emerging issues. 📍Analyst insights into derive clear and actionable recommendations that support operational effectiveness and business decisions. 📍Leverage tools to investigate anomalies or spikes in customer service metrics; formulate hypotheses and document findings to inform service recovery plans, process enhancements, and issue prevention. 📍Collaborate with cross-functional teams to translate data-driven insights into process adjustments that improve efficiency, reduce repeat contacts, and elevate the customer experience. 📍Partner closely with team leads, frontline agents, and the Operations 📍Intelligence function to ensure consistency in insights, align on priorities, and support the successful implementation of operational initiatives.

Qualifications

📍Required 📍Bachelor’s degree in Business Analytics, Operations Management, Statistics, or a related field 📍1–3 years of experience in operations or customer service analytics within GBS, shared services, or fintech environments 📍Proficiency in SQL and one or more BI tools (e.g., Power BI, Tableau) 📍Strong analytical and critical thinking skills with a data-driven mindset 📍Effective communication skills to distill complex information into simple, compelling narratives 📍Collaborative, solutions-oriented attitude with a passion for continuous improvement

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