Data Analyst

UnifyCX; Quezon City; On-site; PHP 446,400 - 669,600; Full time

Job summary

UnifyCX in Quezon City is seeking a detail-oriented Data Analyst with strong Tableau experience. The role entails developing dashboards, analyzing contact center data, and delivering actionable insights to enhance customer experience. Candidates should have a Bachelor's degree in Data Analytics or a related field and 2–5+ years of experience in a BPO or shared services environment. Proficiency in Excel and SQL is also required, alongside analytical thinking and good communication skills.

Qualifications

• 2–5+ years of experience in data analysis within a BPO, CX, or shared services environment.
• Strong hands-on experience with Tableau for dashboard design, calculated fields, and data blending.
• Experience working with contact center metrics and reporting.

Responsibilities

• Develop and maintain interactive dashboards and reports using Tableau.
• Analyze contact center and back-office data to identify trends.
• Partner with teams to gather reporting requirements.

Skills

Tableau expertise

Data analysis

Excel proficiency

SQL for data extraction

Analytical thinking

Communication skills

Education

Bachelor's degree in Data Analytics, Statistics, IT, Business, or related field

Tools

Tableau

Excel

SQL

Job description

We are looking for a detail-oriented Data Analyst with strong Tableau experience to support reporting and analytics within a UnifyCX program. This role focuses on delivering actionable insights that improve customer experience (CX), optimize contact center performance, and support client-facing reporting. The analyst will work closely with operations and support teams to translate data into meaningful business insights.

Key Responsibilities

• Develop and maintain interactive dashboards and reports using Tableau for CX and operational performance
• Analyze contact center and back-office data (AHT, FCR, CSAT, NPS, SLA, productivity) to identify trends and improvement opportunities
• Partner with operations, WFM, QA, and clients to gather reporting requirements and deliver insights
• Translate business questions into data visualizations and actionable recommendations
• Ensure data accuracy, consistency, and integrity across multiple data sources
• Automate recurring reports and improve reporting efficiency
• Support client reporting, business reviews, and performance presentations
• Perform root cause analysis on performance gaps and service issues
• Provide ad hoc analysis to support decision-making and operational improvements

Qualifications

• Bachelor's degree in Data Analytics, Statistics, IT, Business, or related field
• 2–5+ years of experience in data analysis within a BPO, CX, or shared services environment
• Strong hands-on experience with Tableau (dashboard design, calculated fields, data blending)
• Proficiency in Excel and SQL for data extraction and analysis
• Experience working with contact center metrics and reporting
• Strong analytical thinking and problem-solving skills
• Good communication and data storytelling skills, especially for client-facing presentations
• Ability to manage multiple priorities in a fast-paced, client-driven environment