Insight Analyst

This role is tasked to develop and maintain analytics categories. Provide report/analysis of contact volumes and customer experience.

Be the one to make it happen!

If you're a team player who's passionate about analytic approach, ability to identify root cause, trends, and themes then you're exactly the one, we need. We've prepared exciting compensation package for you!

Your role in the team

This role is tasked to develop and maintain analytics categories. Provide report/analysis of contact volumes and customer experience.

Be the one to make it happen!

If you're a team player who's passionate about analytic approach, ability to identify root cause, trends, and themes then you're exactly the one, we need. We've prepared exciting compensation package for you!

• Develop and establish analytics categories to organize and classify data effectively.
• Ensure thorough documentation of analytics categories, including definitions, criteria, and usage guidelines.
• Conduct regular tests and validation checks to ensure the accuracy and reliability of analytics categories.

Data Interpretation and Reports Generation

• Generate reports and provide feedback to management on contact trends, performance metrics, and areas of improvement.
• Analyze data to identify trends, patterns, and insights.
• Analyze advisors' incidents and provide actionable feedback to the operations team for coaching and improvement.
• Identify and report any system issues or anomalies affecting data accuracy or integrity.

Create Actionable Business Insights

• Translate complex data into visuals and presentations
• Develop comprehensive insight analysis and reports to support the direct manager and wider CI stakeholders in understanding business performance and opportunities for improvement.

You will need:

• To be an experienced user of Analytics toolkits as well as Microsoft products such as Office365 / Excel / PP / Word

• To be able to quickly upskill on the services being offered and the processes as well as proficiency in tools navigation

• Have an analytic approach and be detail orientated, able to identify root cause, trends, and themes

• Be an excellent communicator (English) across all levels with collaborative and inclusive approach

• Fluent English verbal and written communication skills

• Prime language – proficiency in language of the respective market is an advantage

• Excellent language skills in both their primary language and English language, multiple customer languages would be preferable

• Ability to multi-task and deliver on assigned tasks and responsibilities, able to manage your time in an efficient way

• To be flexible and adaptable to change in schedule shifting, tasking needs, etc.

• Thrive in a fast paced environment

• Be proactive