Senior Specialist - Business Intelligence
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Key skills for this role
About the Role
Responsible for KPI data collection, dashboard updating, insights support, and audit readiness, requiring data analysis skills and relevant certifications.
Key Skills for This Role
Full Job Posting
• KPI Data Collection & Validation
- Consolidate multi-source data: IVR/telephony, CRM/case management, QA scorecards, post-call and digital surveys, social/complaints, chat, email, WhatsApp, app/web feedback.
- Detect
- early warning signals
- (spikes in negative sentiment, repeat contacts, reopened cases, escalation trends).
- Maintain
- alerting
- for threshold breaches (CSAT dips, complaint surges, SLA misses).
- Extract required KPIs from approved systems following designated schedules to maintain consistent reporting accuracy.
- Validate dataset completeness and formatting, ensuring numerical integrity and alignment with reporting requirements.
- Maintain unified data templates to support continuity, comparability, and repeatability of performance reporting.
- Flag errors, missing values, or anomalies to concerned stakeholders for timely resolution.
• Dashboard Updating & Reporting
- Update dashboards with accurate performance metrics, ensuring correct visual representation and labeling
- Executive VOG (Voice of the Guest) Dashboard
- (CSAT/NPS/CES, trends, drivers, top issues, corrective actions recommendations and Insights).
- Prepare structured weekly and monthly summaries to support operational and leadership reviews.
- Maintain historical data libraries, ensuring consistent archiving and access to past performance cycles to support continuity of analysis.
- Support enhancements to dashboard structures by collecting feedback and identifying usability needs.
• Insights & Improvement Support
- Link
- complaints + QA findings + operational KPIs
- to
- root causes
- (e.g., long AHT, policy ambiguity, defect-prone journeys, knowledge gaps).
- Facilitate
- insight readouts
- with QA, Operations, Training/Development, and Product/Policy owners.
- Capture recurring performance issues and categorize them appropriately within tracking logs.
- Provide data extracts supporting trend analysis and service-improvement assessments.
- Maintain productivity, adherence, and quality datasets required for operational decision-making.
- Highlight emerging patterns that may impact performance targets or frontline consistency.
• Audit Readiness & Documentation
- Maintain audit-ready evidence folders, ensuring organized logs and complete supporting documentation.
- Prepare required KPI samples during audits or governance reviews.
- Validate integrity of archived datasets and ensure documentation traceability.
- Support compliance with internal reporting standards and data-governance expectations.
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