Interaction Analyst

IASA, Inc.; Manila; On-site; PHP 480,000 - 720,000; Full time

Job summary

IASA, Inc. in Manila is seeking an analytics professional to harness interaction analytics technology in our contact centre operations.

The Analyst will research, analyse, and present actionable opportunities to improve efficiency, customer satisfaction, and operational excellence. You will collaborate with Operations, WFM, and ICT teams, create dashboards, and provide data-driven insights to support strategic decisions and product enhancements.

Qualifications

• Bachelor's degree or proven track record in analytics with data-focused background.
• Proficiency in SQL, Python or R for data manipulation and analysis.
• Experience with data visualization and reporting tools.
• Familiarity with contact centre analytics and CX metrics.

Responsibilities

• Utilize interaction analytics platforms to analyze customer interactions and derive insights.
• Ensure data accuracy and integrity across channels and data sources.
• Develop KPIs related to customer experience and operations.
• Create dashboards, reports, and presentations for stakeholders.
• Lead workshops and discussions to drive data-driven improvements.
• Provide ad-hoc analysis to support business decisions.

Skills

SQL

Python

R

Data analysis

Dashboarding

Education

Bachelor's degree in Business, Analytics, Computer Science, Information Technology or related fields

Tools

Verint

Job description

The primary purpose is to harness the full potential of our interaction analytics technology to uncover insights and drive improvements within our contact centre operations. This entails leading the effort to research, analyse, and present actionable opportunities that will enhance efficiency, customer satisfaction, and operational excellence. The Analyst will serve as a crucial bridge between technology capabilities and business objectives, ensuring that data-driven decisions support the strategic goals of the organization.

KEY RESULT AREAS

• Data & Platform Analytics
• Utilize interaction analytics platforms (e.g., Verint) to analyze customer interactions
• Ensure data accuracy, integrity, and proper configuration across channels
• Integrate multiple data sources to enrich insights
• Insight Generation
• Identify trends, patterns, and customer sentiments
• Develop KPIs related to customer experience and operations
• Provide insights on agent performance and service quality
• Recommendations & Business Impact
• Identify customer pain points and operational inefficiencies
• Collaborate with Operations, WFM, and ICT teams to implement solutions
• Support training, process improvements, and product enhancements
• Create dashboards, reports, and presentations for stakeholders
• Lead discussions, workshops, and feedback sessions
• Provide ad-hoc analysis for business needs
• Identify gaps in processes and recommend improvements
• Monitor effectiveness of implemented solutions

KNOWLEDGE/EXPERIENCE

• Bachelor's degree in Business, Analytics, Computer Science, Information Technology, or related fields, or a proven track record in work experience.
• English Proficiency, written and spoken, of CEFR level C1, or higher. Additional relevant languages are a plus.
• Minimum of 3 years of experience in analytics, data science, or a related role, preferably within a contact centre or customer service environment
• Understanding of interaction analytics technology and methodologies
• Proficiency in data analysis tools and software, including SQL, Python, R, or similar, referred
• Experience in visualizing and reporting data insights in leading reporting platforms
• Familiarity with contact centre operations and metrics and understanding of customer service principles and best practices.