The Data Analyst is responsible for analyzing IVR performance and caller behavior data to identify trends, uncover issues, and provide actionable insights that improve the overall caller experience. This role supports data-driven decision-making across IVR design, operations, and optimization initiatives.
The position works closely with IVR Engineers, Application Architects, Product Owners, and business stakeholders to translate data into insights and reports that inform design and operational improvements. The role blends analytics and light data science techniques within a practical, business-focused analytics function.
Responsibilities:
- Analyze IVR and caller behavior data to identify trends, patterns, and improvement opportunities
- Develop and maintain reports and dashboards that track IVR performance and customer experience metrics
- Use SQL and Excel to extract, clean, and analyze data from IVR and call center systems
- Design and build custom Tableau reports for business and technical stakeholders
- Collaborate with Product Owners, Engineers, and business teams to define analytics requirements
- Provide data-driven insights to support IVR design, optimization, and operational decisions
- Support ongoing measurement of IVR effectiveness and customer journey outcomes
- Present findings clearly to both technical and non-technical audiences
- Strong experience analyzing data from IVR or contact center environments
- Familiarity with IVR platforms and call flow concepts
- Understanding of UX or customer experience design principles
- 3+ years of experience in data analysis
- Strong proficiency in SQL
- Strong experience with Excel for data analysis and reporting
- Experience designing and developing reports in Tableau
- Solid analytical and problem-solving skills
- Strong communication skills
Nice to have:
Exposure to data science techniques applied to customer behavior analysis
We offer:
- Culture of relentless performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive pay and benefits : enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
- ForeverRemote work culture : make the most of the flexibility that comes with remote work.
- Growth mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- Global impact : collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming multicultural environment : be a part of a dynamic, global team and thrive in