Data Analyst

Keyutech

4 - 5 years

15 - 18 Lacs

bengaluru

Posted:Just now| Platform:

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Skills Required

power bi data analysis tableau sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

Design and maintain interactive dashboards and visualizations using BI tools such as Tableau and Power BI, delivering real-time visibility into system performance, call flows, and key KPIs (e.g., queue times, transfer rates, IVR drop-offs, SLA compliance).
Prepare and deliver weekly executive performance summaries for program leadership, covering system health, user adoption metrics, agent performance insights, issue tracking, and data quality trends to support transparent decision-making.
Conduct data-driven root cause analysis to identify and differentiate performance issues caused by user errors, system bugs, or unidentified anomalies, using logs, Genesys Cloud CX APIs, and external telemetry for end-to-end diagnostic clarity.
Analyze agent behavior and performance metrics, including AHT, ACW, adherence, idle time, and call transfer patternshighlighting inefficiencies, compliance gaps, and coaching opportunities through interaction data and behavioral segmentation.
Implement robust data retrieval and integration functions to ensure alignment across legacy and cloud platforms, flagging and addressing any discrepancies between dashboards, logs, and reports.
Collaborate with engineers, QA, product managers, and platform teams to understand instrumentation and data pipeline frameworks to support deep analytics.

Technical Skills:
Execute complex SQL queries on Oracle and cloud-based data warehouses to extract, transform, and analyze large-scale interaction, routing, and agent performance data from Genesys Cloud, Oracle OAS, and Siebel.
Ensure data reliability, completeness, and consistency by proactively identifying and resolving issues such as missing records, schema mismatches, and timestamp discrepancies.
(From the same screenshot, your sheet continues with the DevOps Bangalore role, which we already transcribed in detail earlier.)

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