remote
AI Operations Data & Analytics Analyst - Silicon Biztech Pvt. Ltd.
Data Analyst
Data‑driven analyst responsible for extracting, cleaning, and reporting on call‑center metrics. Builds recurring dashboards and QA summaries using Python, SQL, and Tableau to deliver actionable insights to clients and internal teams.
About the role
Key Responsibilities
- Extract, clean, and structure call and agent data from multiple platforms using SQL and Python.
- Develop and maintain recurring client reports, including weekly QA summaries and performance dashboards in Tableau.
- Define and enforce data accuracy standards for key metrics such as containment, resolution, and escalation.
- Run evaluation models to assess agent performance and provide actionable insights to stakeholders.
- Collaborate with product and engineering teams to refine data definitions and improve reporting processes.
Requirements
- Proven experience with SQL and Python for data manipulation and analysis.
- Strong proficiency in Tableau (or similar BI tool) for dashboard creation.
- Solid understanding of call‑center metrics and QA evaluation frameworks.
- Excellent communication skills to translate data insights into clear business recommendations.
- Detail‑oriented mindset with a focus on data integrity and consistency.
Skills
pythonsqltableaudata analysis