Business Analyst / Data Analyst

Title: Business Data Analyst

Location: US Remote ( able to work in central time )

Work Authorization: US Citizen or Green Card

Contract: C2C or W2 or 1099

Duration: 4 to 6 Months

Immediate joiners only

Job Summary

We are seeking a detail-oriented Business Data Analyst with a strong background in customer service to drive data-driven insights and improve business performance. The ideal candidate will analyze customer data, identify trends, and collaborate with cross-functional teams to enhance customer satisfaction, operational efficiency, and business strategy.

Key Responsibilities:

Data Analysis & Reporting:

• Collect, process, and analyze customer service data to identify trends and improvement areas.
• Develop dashboards, reports, and visualizations using tools like Power BI, Tableau, or Excel.
• Track key customer service metrics such as CSAT, NPS, first response time, and resolution rates.
• Provide actionable insights to improve customer experience and business processes.

Business Intelligence & Process Improvement

• Analyze business processes related to customer service and recommend enhancements.
• Identify gaps in customer support workflows and propose data-driven solutions.
• Work with stakeholders to develop business strategies based on customer insights.
• Optimize self-service solutions and automation for customer support efficiency.

Customer Service & Stakeholder Collaboration

• Partner with customer service teams to understand challenges and recommend solutions.
• Gather and interpret customer feedback to drive product and service improvements.
• Communicate insights and recommendations to leadership through reports and presentations.
• Support CRM data management and ensure accurate tracking of customer interactions.

Cross-Functional Collaboration:

• Work closely with Customer Service, Operations, Finance, Sales, Marketing, and Product teams to understand data needs and implement solutions.
• Collaborate with customer support teams to define and refine business requirements for reporting and analytics.

Voice of the Customer (VoC) Analysis:

• Collect and analyze VoC data from various sources like surveys, social media, and support tickets.
• Develop insights on customer sentiments, preferences, and concerns.

Qualifications & Skills:

Required:

• Bachelor’s degree in Business, Data Analytics, Statistics, or a related field.
• 8+ years of experience in a business data analyst role, preferably in a customer service or customer experience context.
• Experience working with customer service data and KPIs.
• Strong proficiency in SQL, Excel, and data visualization tools (Power BI, Tableau, or similar).
• Ability to analyze large datasets and translate insights into business strategies.
• Strong communication skills to present data findings effectively.

Preferred:

• Experience with CRM platforms (Salesforce, Zendesk, HubSpot, etc.).
• Knowledge of Python/R for data analysis is a plus.
• Understanding of customer journey mapping and process optimization.
• Experience with automation and AI-driven customer support solutions.