Data Analyst

Company Description

Sutherland is seeking a reliable and technical individual to join us as a Data Analyst. We are a team of dedicated and dynamic professionals. If you're looking to build a rewarding career and believe you have the skills and experience to help us succeed, we'd love to collaborate with you!

Job Description

The Data Scientist at Sutherland will play a key role in converting data from various sources into dashboards and providing insights to steer performance in the right direction. This position involves using mathematical and statistical methods to analyze a variety of data types (such as data from Analytics tools, monitoring data, surveys, KPI data, etc.) and providing recommendations for improving processes and procedures to help enhance performance.

• Collect data from various sources like Analytics tools, CRM, Survey, etc.
• Thoroughly cleanse and filter data to discard unnecessary information
• Probe and scrutinize data from multiple angles to uncover hidden weaknesses, trends, and potential opportunities
• Carry out open-ended industry research
• Develop data-driven solutions to business challenges
• Effectively communicate predictions and findings to management through data visualization, reports, and presentations
• Evaluate the effectiveness of initiatives like training and coaching
• Collaborate with stakeholders – including managers and supervisors across different departments – to gather data and implement necessary changes.
• Assist management in identifying gaps needing closure through effective data analysis.
• Keep management informed about transformational initiatives and their effectiveness.

Qualifications

• Proficiency with Power BI is essential
• Technical background in Mathematics / Statistics / Engineering, etc. is preferred
• A strong analytical ability with a comprehensive knowledge of data mining, data visualization, and statistical tools and methods
• Ability to develop effective data analysis and analytics models
• Excellent project management skills with the capability to create and execute action plans while working with multiple stakeholders
• Effective communicator with experience in liaising with stakeholders both internally and externally
• Familiarity with problem-solving and decision-making tools and techniques
• Basic understanding of quality processes and procedures in contact centers
• Proficient in using MS Excel and other Office products