Data & MIS Analyst: CX Insights (Dubai)

Ejadah; Dubai; On-site; AED 120,000 - 190,000; Full time

Job summary

Ejadah is looking for an analytical MIS & Data Analyst to join its Customer Experience team in Dubai. The successful candidate will prepare accurate MIS reports and dashboards, analyse operational and customer data, generate actionable insights, and support reporting automation initiatives.

Responsibilities include managing daily, weekly and monthly reports, KPI analysis (CSAT, FCR, SLA, AHT), and coordinating with Operations, Quality, Training and IT teams.

Qualifications

• 2–4 years MIS or reporting experience in Contact Centre or Customer Experience.
• Advanced Excel skills: PivotTables, VLOOKUP, macros.
• Experience with BI tools such as Power BI or Tableau and data visualization.

Responsibilities

• Prepare daily, weekly and monthly MIS reports and performance 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.
• Maintain data accuracy, consistency, governance and reporting documentation.
• Coordinate with Operations, Quality, Training and IT teams.

Skills

Excel

Power BI

Tableau

SQL

Data analysis

Tools

Power BI

Tableau

Salesforce

Zendesk

Genesys

Freshdesk

Job description

Ejadah is looking for an analytical MIS & Data Analyst to join its Customer Experience team in Dubai. The successful candidate will prepare accurate MIS reports and dashboards, analyse operational and customer data, generate actionable insights, and support reporting automation initiatives.

Responsibilities include managing daily, weekly and monthly reports, KPI analysis (CSAT, FCR, SLA, AHT), and coordinating with Operations, Quality, Training and IT teams.