Data Analytics

The Data Analyst is responsible for analyzing IVR performance and caller behavior data to identify trends, uncover issues, and provide actionable insights that improve the overall caller experience. This role supports data-driven decision-making across IVR design, operations, and optimization initiatives.

The position works closely with IVR Engineers, Application Architects, Product Owners, and business stakeholders to translate data into insights and reports that inform design and operational improvements. The role blends analytics and light data science techniques within a practical, business-focused analytics function.

Responsibilities:

• Analyze IVR and caller behavior data to identify trends, patterns, and improvement opportunities
• Develop and maintain reports and dashboards that track IVR performance and customer experience metrics
• Use SQL and Excel to extract, clean, and ...