Analyze, interpret, and act on customer interaction data to enhance service quality and operational efficiency. You will use advanced analytics tools and deep expertise in data visualization to transform large datasets into meaningful reports that track key performance indicators.
Key Responsibilities
- Examine high-volume call data using specialized analytics platforms to uncover patterns, correlations, and root causes affecting customer outcomes.
- Create clear, visually effective reports that translate complex findings into accessible insights for diverse audiences.
- Collaborate with Technical Support and Quality teams to propose improvements grounded in data evidence.
- Maintain strict adherence to data privacy, security, and compliance standards across all analyses.
- Present results and recommendations to stakeholders using concise, actionable formats.
- Contribute to local and global initiatives aimed at enhancing analytical capabilities and service delivery.
- Stay current with evolving data analysis methods, tools, and industry trends to continuously improve accuracy and efficiency.
Qualifications
Candidates must demonstrate expert-level command of MS Excel and have at least two years of hands-on experience with speech analytics systems. Strong analytical reasoning is essential for interpreting business needs, detecting trends, and converting data into practical guidance. Excellent written and spoken English communication skills are required, along with proven ability to manage time effectively, work autonomously, and influence team direction.
Experience in technical support or contact center operations is preferred. Fluency in German is a valuable asset but not required.
Work Environment & Benefits
This hybrid role is based at an assigned company site, with expectations to commute regularly. Remote work is supported part-time under the organization’s flexible model.
You’ll benefit from comprehensive onboarding, ongoing professional development, and access to wellness resources including mental health coaching and therapy. Additional perks include expanded vacation time, health and accident insurance, a private pension plan, fertility and family support services, and discounts on lifestyle offerings. Active employees can earn rewards through a fitness tracking program and may receive a language allowance where applicable. There’s also the option to work internationally for up to 30 days per year.
The monthly base salary for this position ranges from €4,157.92 to €5,136.25 gross.
