Job Summary:
The Reports Analyst transforms complex data into actionable insights that support operations, training, and quality performance in a fast-paced BPO environment. This role is responsible for building dashboards, consolidating reports from multiple systems, and conducting in-depth analyses to identify trends and drive continuous improvement.
Key Responsibilities:
- Develop and maintain dashboards and scorecards aligned with business KPIs
- Consolidate data from CRM, WFM, QA, and other platforms
- Deliver accurate daily, weekly, and monthly reports
- Perform trend, variance, and root cause analysis
- Collaborate with internal teams to improve reporting processes and performance metrics
- Ensure data accuracy, consistency, and integrity
- Support automation and documentation of reporting workflows
Tools & Platforms:
- Excel (Advanced), Power BI/Tableau/Google Data Studio
- SQL, Google Sheets
- CRM (Salesforce, Zendesk), Dialers (Five9, NICE)
- WFM (Verint, Aspect), QA tools (Observe.AI, Scorebuddy)
- Python or R (nice to have)
Qualifications:
- Bachelor's degree in Statistics, Business, IT, or related field
- 1–2 years experience in data analysis/reporting in a BPO setting
- Strong analytical, communication, and time management skills
- Familiarity with BPO metrics (AHT, CSAT, QA, etc.) preferred
