Job Title:
Data Analyst
Job Description
Data Analyst within Concentrix ANZ's offshore analytics team, 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.
ROLE: Data Analysis
DESIGNATION: Data Analyst
LOCATION: Thane
YEARS OF EXPERIENCE: 3+ years
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:
Source, combine, prepare and analyze large datasets efficiently using tools that enable 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 transparent, 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
Strong 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 wit
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