Data Analyst Specialist

Job Title: Data Analyst Specialist

Department: Customer Experience / Quality

Location: Dokki

Job Summary:

The Data Analyst Specialist is responsible for analyzing customer data, service tickets, and survey results to identify trends and opportunities for improvement. This role supports decision-making by providing actionable insights that enhance customer engagement, service quality, and overall operational performance.

Key Responsibilities:

• Analyze customer tickets, feedback, and survey data to identify patterns, root causes, and improvement opportunities.
• Prepare and maintain performance dashboards and KPI reports using advanced Excel tools and functions.
• Support customer experience initiatives by providing analytical insights and recommendations.
• Track customer engagement and service quality metrics to evaluate performance and ensure alignment with company goals.
• Design and execute surveys and data collection tools to measure satisfaction and process efficiency.
• Collaborate with cross-functional teams (Operations, Quality, and Customer Experience) to drive continuous improvement initiatives .
• Ensure accuracy, consistency, and confidentiality of all data and reports.

Qualifications & Requirements:

• Bachelor’s degree in Business Analytics, Statistics, Economics, or a related field .
• 1–3 years of experience as a Data Analyst or in a similar analytical role.
• Expert-level proficiency in Microsoft Excel (Pivot Tables, Power Query, Power Pivot, advanced formulas, and data visualization).
• Knowledge of Six Sigma methodologies or other analytical tools is preferred.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and presentation skills.
• Ability to manage multiple priorities and meet deadlines.

Preferred Skills:

• Experience working in customer experience or call center analytics .
• Familiarity with data visualization tools (e.g., Power BI, Tableau) is an advantage.
• Strong understanding of customer satisfaction metrics and process improvement concepts.