Detailed JD (Roles and Responsibilities)

Data & Analytics Expertise

• KPI Development & Monitoring – Ability to formulate, evolve, and track service performance metrics (CES, CSAT, FCR, etc.).
• Data Interpretation & Insight Generation – Strong skills in analyzing complex datasets to derive actionable insights.
• Dashboarding & Visualization – Advanced proficiency in Power BI or similar tools to create intuitive dashboards.
• Excel Mastery – Expertise in data manipulation, aggregation, and analysis using Microsoft Excel.
• Salesforce Cloud Analytics – Experience is a plus for integrating consumer data insights.
• Benchmarking & Industry Analysis – Capability to perform competitive benchmarking and trend analysis.
• Ad-hoc Analytical Support – Flexibility to support initiatives with tailored data research.

B. Technical Proficiency

• Data Platforms Familiarity – Understanding of platforms like Microsoft Azure.
• Programming Knowledge – Basic grasp of SQL or Python (not mandatory but beneficial).
• Data Accuracy & Quality Management – Ability to monitor and refine metrics for relevance and precision.

Data Privacy Awareness – Knowledge of data protection regulations and ethical data handling.