Data & Insights Analyst — Customer Experience (Dubai)

Ejadah

United Arab Emirates

On-site

AED 120,000 - 180,000

Full time

36 hours ago

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Job summary

Ejadah in Dubai seeks an analytical MIS & Data Analyst to join its Customer Experience team. You will prepare MIS reports and dashboards, analyze operational and customer data, and drive reporting automation initiatives.

Responsibilities include KPI analysis, Voice of Customer studies, data governance, and collaboration with Operations, Quality, Training and IT teams. A Bachelor's degree with 2–4 years experience is required.

Qualifications

Bachelor's degree in a relevant field.
2–4 years MIS or reporting experience in a Contact Centre, CX or Shared Services environment.
Advanced proficiency in Microsoft Excel, including PivotTables, VLOOKUP and macros.
Experience with Power BI, Tableau or similar BI tools.
Exposure to SQL, Salesforce, Zendesk, Genesys, Avaya, Freshdesk or Maximo is advantageous.

Responsibilities

Prepare daily, weekly and monthly MIS reports and dashboards.
Analyse KPIs including productivity, SLA, FCR, CSAT, AHT and volume trends.
Conduct Voice of Customer analysis using surveys, complaints and interaction data.
Identify trends, anomalies and root causes through statistical analysis.
Support dashboard automation, data integration and UAT activities.
Maintain data accuracy, governance and reporting documentation.
Coordinate with Operations, Quality, Training and IT teams.