Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Role and Key Responsibilities
As a Data Analyst within Concentrix ANZ's offshore analytics team, you will support Australian clients by delivering performance analytics, quality assurance insights, and data-driven narratives that drive call centre operational excellence and improved customer outcomes. You will be part of a growing AI and Analytics practice supporting leading Australian brands, working on meaningful problems across call centre performance, quality assurance, and customer experience analytics.
Source, combine, prepare and analyse large datasets efficiently using tools that enables data scalability
Conduct descriptive and diagnostic analytics to identify performance trends, attributes, and improvement opportunities
Develop and maintain Power BI dashboards and reporting frameworks that provide clear, timely visibility of call centre performance
Support quality assurance analytics by analysing call centre agent performance data and surfacing actionable insights
Perform root-cause analysis on operational and customer experience issues to inform client decision-making
Translate complex data into compelling, clear narratives for client stakeholders through effective data storytelling
Collaborate with the Data Science team and client-facing consultants to align analytical outputs with client objectives
Key skills & knowledge:
3–5 years of experience in a data analyst or analytics role, preferably within a BPO, call centre, or customer experience environment
Proficiency in Power BI and SQL
Robust skills in R (preferred) or Python for handling and analysing large datasets
Solid understanding of descriptive and diagnostic analytics techniques
Experience in root-cause analysis and performance reporting
Strong data storytelling and communication skills with the ability to present findings clearly to non-technical stakeholders
Effective communication skills and the ability to communicate complex concepts to varying audience types
Collaborative team player with a demonstrated ability to work effectively within a team environment
Familiarity with call centre quality assurance frameworks and methodologies
Exposure to Amazon Connect Customer Profiles or Genesys Cloud CX
Experience in open-source interactive tools like Shiny (preferred) or Dash.
Educational Qualification : Graduate
Disclaimer: -
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities.
Location
IND Thane - 11th Floor G-Corp Tech Park Ghodbunder Road
Language Requirements
Time Type
Full time
📌 Data Analyst (Thane)
🏢 CNX
📍 Thane
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