Specialist - Data Analyst

Scicom (MSC) Berhad; Petaling Jaya; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading service provider in Malaysia is seeking a data analyst to enhance customer satisfaction and operational performance. The role includes analyzing data, reporting metrics, and facilitating process improvements through data insights. Candidates should possess a relevant degree and a minimum of three years of data processing experience. The package includes an attractive salary range of RM 4,000 - RM 5,500, along with bonuses and benefits such as medical coverage and annual leave.

Benefits

Attractive salary

Performance-related bonus

15 days annual leave

Medical and hospitalization coverage

Qualifications

• Minimum 3 years related data processing experience.
• Previous experience in a similar data processing role.

Responsibilities

• Review customer satisfaction and operational metrics.
• Analyze qualitative and quantitative data for performance improvement.
• Coordinate with statisticians on KPI and operational metrics.
• Facilitate root cause analysis of Service delivery performance.
• Develop actionable Customer Service reporting.
• Design interactive dashboards for internal users.
• Proactively analyze data for quality gaps and business processes.
• Support changes in Customer Service Leadership with analytics.
• Develop integrated business analysis for strategic decisions.

Skills

Data analysis

Statistical analysis

Data visualization

Report writing

Education

Degree in business management or IT related discipline

Tools

Microsoft Pivot Tables

Job description

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.