Reporting Analyst - Quality

Operations Reporting Analyst – Mumbai Location (Hybrid)

• Candidates should be from Mumbai Only
• Shifts – UK / US / General
• Working days – 5 days working (Mon-Sat)

Primary Skills:

• Advanced Excel
• Dashboards & Reporting
• Macros & VBA

Job Description

• 3+ years of experience in similar profile.
• Minimum HSC
• Should have financial knowledge of call centers workings.
• Flexible, creative problem-solving, anticipates changes and welcomes challenges.
• Strong computer skills that include proficiency in MS Office suite, particularly Excel.
• Previous experience in a dynamic, fast-changing call centre environment required.
• Proven analytical skills ability to communicate with various management levels.
• Must be able to communicate clearly and effectively with all levels within the organization.
• Knowledge of various Call Center Reporting Systems would be a plus.
• Build Multiple & Analytical dashboards & reports that reflect the priorities/MSA KPI’s of the centre and business.
• Creating Financial impact analysis reports & Dashboards.
• Be able to work/generate simple to medium complex SQL queries for reporting purpose.
• Provide analytical inputs to improve the efficiencies of various departments, based on their respective business needs.
• Highlighting / identification of process gap and improvement to the Top Management.
• Be proactive in seeking and giving business critical information/ feedback that can help enhance operational effectiveness
• Ensure complete root cause analysis for any key metric/KPI not performing, along with detailed analysis/reasons.
• Perform other work as required and assigned.