Specialist - Data Analyst

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Scicom MSC Berhad Full time 4,000 - 5,500

The Responsibilities of the Role:

  • Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance. Report and trend performance metrics on a daily/weekly/monthly basis; produces monthly management reports.
  • To find opportunities and analyses qualitative and quantitative data and translating data into insights to identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools
  • Coordinates with statisticians for development of key driver analysis, statistical linkages, and calibration between Service delivery team KPI and other Contact Centre operational metrics such as quality, AHT, OSAT, etc.
  • Facilitates root cause analysis to determine the key drivers behind Service delivery performance.
  • Facilitates Service delivery action planning sessions with Contact Centre Operations. Develops recommendations involving operational process changes that are expected to improve Service results; solutions require resolution of complex operational issues.
  • Create informative, actionable, and repeatable Customer Service reporting that highlights relevant business trends and opportunities for improvement with a focus on data accuracy and consistency.
  • Design interactive dashboards that leverage data visualization to deliver analysis of key contact centre metrics and KPI's for use by internal end-users.
  • Proactively analyse data using multiple systems to identify data quality gaps, evaluate business processes, and derive sound conclusions.
  • Suggest changes to Customer Service Leadership using analytics to support recommendations and actively participate in the implementation of approved changes.
  • Interpret, evaluate, and interrelate operational data and develop integrated business analysis for strategic decision-making.


Skill Requirements:

  • Degree holder in business management or an IT related discipline
  • PC industry knowledge would be good.
  • Minimum 3 years related data processing experience.
  • Successful candidates should have the following prerequisite qualifications:
  • Previous experience working in similar data processing role.


The Package :

  • Attractive Salary (RM 4,000 - RM 5,500).
  • Performance related bonus for confirmed staff.
  • Annual Leave 15 days.
  • Medical Leave 14 days.
  • Medical and hospitalization coverage.
  • Location: Damansara Uptown.

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