Senior Data Analyst

Overview

Data Analysis & Insights

• Analyze large-scale datasets related to agent performance, support interactions and QA.
• Write optimized SQL queries using tools like

Bigquery

Clickhouse

• .
• Build dashboards in

Tableau

Metabase

• .
• Detect behavioral and performance trends among agents and support teams.
• Partner with QA to identify root causes in agent behavior and customer issues.

Llm & Prompting

• Use LLM tools with practical
• prompt engineering
• for daily analytical tasks, summarization, and insights generation.
• Ability to assess and profile LLM outputs for quality, relevance, and analytical correctness in business contexts.
• Familiarity with

Llm Apis

Automation & Workflow Optimization

• Work with Airflow and Python to automate data tasks and support workflows.
• Optimize analytics pipelines and data marts to improve performance, resource efficiency, and reliability.
• Identify and refactor inefficient DAGs, queries, and transformations to ensure scalable and cost-effective data processing.
• Suggest and co-build improvements in agent tooling, ticket routing, and SLA tracking.
• Translate business inefficiencies into trackable metrics and measurable outcomes.

Cross-Functional Collaboration

• Act as an analytical partner to

Operations

Support Management

Qa

Training

• .
• Work with

Data Engineering

• to ensure clean, accurate, and well-modeled data pipelines.
• Communicate findings clearly through presentations, visualizations, and concise documentation.