Service Metric Analyst

3 weeks ago

Hyderabad, Telangana, India Phygital Insights Private Limited Full time
Job Description

Job Summary:

We are looking for a detail-oriented Service Metric Analyst to analyze service performance metrics, create insightful reports, and support data-driven decision-making. The ideal candidate will have strong expertise in Power BI for data visualization and SQL for data extraction and analysis.

Key Responsibilities:

- Gather, analyze, and interpret service metrics and performance data from multiple data sources using SQL queries.
- Develop, maintain, and enhance interactive dashboards and reports in Power BI to provide clear insights into service operations.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs) to identify trends, issues, and opportunities for improvement.
- Collaborate with service operations, management, and other stakeholders to understand reporting needs and translate them into actionable analytics.
- Perform data validation, quality checks, and troubleshooting to ensure accuracy and consistency of reports.
- Provide regular reporting on service performance metrics and generate ad-hoc reports as required.
- Support continuous improvement initiatives by identifying data-driven insights and recommending process optimizations.
- Document reporting processes, methodologies, and best practices.

Required Skills and Qualifications:

- Strong proficiency in Power BI, including dashboard creation, data modeling, and DAX formulas.
- Expertise in SQL for data extraction, transformation, and analysis from relational databases.
- Experience working with large datasets and multiple data sources.
- Analytical mindset with excellent problem-solving and attention to detail.
- Ability to communicate complex data insights clearly to both technical and non-technical audiences.
- Experience in service operations or customer service analytics is a plus.
- Good organizational and time management skills.

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