Customer Service - Business Analyst / Data Analyst

Job Description: Customer Service Data Analyst Location: US Remote (Central Time hours required) Rate: $50–$55/hr on W2 or CTC (DOE) Duration: 6+ months, with potential extension Overview We are seeking a Customer Service Data Analyst with a strong blend of technical data skills, business acumen, and a deep understanding of customer service metrics. This role is ideal for someone passionate about using data to solve business challenges, improve customer satisfaction, and drive enhancements in service delivery. Key Responsibilities Data Analysis & Reporting • Analyze customer service metrics, including response time, resolution rate, CSAT, NPS, and churn rate • Develop dashboards and reports to monitor KPIs and performance trends using tools such as Tableau, Power BI, or Sigma • Present data-driven insights and trends to stakeholders through effective visualizations Customer Experience Improvement • Identify gaps and opportunities in the customer journey by analyzing feedback and service interactions • Conduct root cause analysis to address issues impacting customer experience • Recommend and support process improvements to enhance service delivery and satisfaction Cross-Functional Collaboration • Partner with Customer Service, Operations, Marketing, and Product teams to understand data needs and deliver solutions • Work with customer support teams to define and refine analytics and reporting requirements Voice of the Customer (VoC) Analysis • Collect and analyze VoC data from surveys, social media, and support tickets • Generate insights on customer sentiment, preferences, and concerns Process Automation & Efficiency • Utilize automation tools to streamline reporting and data collection. • Support the development of predictive models for customer behavior and service trends Data Integrity & Quality • Ensure accuracy and completeness of customer data • Identify and resolve data quality issues in collaboration with IT and other stakeholders Required Skills & Competencies • Analytical Skills: Proficient in data analysis, statistical techniques, and predictive modeling • Technical Skills: • Advanced SQL for data querying and manipulation • Experience with data visualization tools (Tableau, Power BI, Looker, etc.) • Strong Excel skills and familiarity with other data analysis tools • Communication: Ability to clearly communicate complex data insights to non-technical stakeholders • Problem-Solving: Skilled in identifying trends and developing actionable recommendations • Business Acumen: Understanding of customer service/CX metrics and their business impact. • Project Management: Capable of managing multiple projects and meeting deadlines Education & Experience • Education: Bachelor’s degree in Business, Analytics, Information Systems, or a related field. Master’s degree or professional certification (e.g., CBAP) is a plus. • Experience: • 8+ years in a data analyst or business analyst role, preferably within customer service or CX • Experience with CRM systems (e.g., Salesforce) and customer feedback platforms (e.g., Qualtrics) Application Instructions Please send the following details to "DA.RA at MOLINATEK dot COM": • Visa status • W2/CTC preference • Confirm ability to work 8 hours/day • Self-assess proficiency (Beginner/Competent/Expert) in: 1. SQL 1. Experience with Customer Service teams 1. Experience with Databases 1. Experience with Visualization Tools • Attach your visa copy and resume This role is an excellent opportunity for a seasoned data analyst to make a direct impact on customer experience and service excellence within a collaborative, data-driven team environment