* Collect information and generate reports on the key metrics related to Call Center Ops, Compliance, or any other business unit

* Involve in providing day-to-day reporting and analysis around agent level performance, call flow and other communication channels thereby improving customer experience

* Collaborate with CSR teams in identifying potential operational issues and constraints

* Responsible for monitoring and maintenance of core processes, features, and functions

* Ability to understand different process flows and diagnose issues through cross functional collaboration across platforms and teams

* Work with developers, other analysts, and management to support process improvement opportunities

* Effectively prioritize and manage escalations on all issues and concerns

* Develop and propose analytical solutions and strategies to tackle business challenges. Collaborate with business teams.

* Collect and organize data from primary and secondary data sources and databases using SQL. Interpret data, structure analyses, and analyze results using statistical techniques, and programming languages (Python, R) to provide recommendations to different business functions

* Analyze data using statistical models and analysis to solve business issues

* Develop basic AI/ML models (e. g., Decision trees, Regression) to support a variety of business outcomes, such as but not limited to underwriting, operations etc.

* Create reports using BI tools (Tableau, PowerBI, Excel) and databases to addresses specific issues

– 3+ years of Data Analytics experience

– Experience with Python, SQL, Power BI, and Excel Modeling

– If more junior, must come from a top engineering school

– Must be smart, intelligent, hungry, and creative