Data Analyst

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

As a Data Analyst within Concentrix ANZ's offshore analytics team, you will support Australian clients by delivering performance analytics, quality assurance insights, and data-driven narratives that drive call centre operational excellence and improved customer outcomes. You will be part of a growing AI and Analytics practice supporting leading Australian brands, working on meaningful problems across call centre performance, quality assurance, and customer experience analytics.

Source, combine, prepare and analyse large datasets efficiently using tools that enables data scalability

Conduct descriptive and diagnostic analytics to identify performance trends, attributes, and improvement opportunities

Develop and maintain Power BI dashboards and reporting frameworks that provide clear, timely visibility of call centre performance

Support quality assurance analytics by analysing call centre agent performance data and surfacing actionable insights

Perform root-cause analysis on operational and customer experience issues to inform client decision-making

Translate complex data into compelling, clear narratives for client stakeholders through effective data storytelling

Collaborate with the Data Science team and client-facing consultants to align analytical outputs with client objectives

Key skills & knowledge:

3–5 years of experience in a data analyst or analytics role, preferably within a BPO, call centre, or customer experience environment

Proficiency in Power BI and SQL

Strong skills in R (preferred) or Python for handling and analysing large datasets

Solid understanding of descriptive and diagnostic analytics techniques

Experience in root-cause analysis and performance reporting

Strong data storytelling and communication skills with the ability to present findings clearly to non-technical stakeholders

Effective communication skills and the ability to communicate complex concepts to varying audience types

Collaborative team player with a demonstrated ability to work effectively within a team environment

Familiarity with call centre quality assurance frameworks and methodologies

Exposure to Amazon Connect Customer Profiles or Genesys Cloud CX

Experience in open-source interactive tools like Shiny (preferred) or Dash.

Educational Qualification : Graduate

Disclaimer: -

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities.