Contact Center Insights and Reporting Analyst

Job description

Accountabilities: Design, build, and maintain dashboards and reports in BI tools such as Qlik Sense and MicroStrategy, ensuring usability, performance, and consistency. Translate business needs into structured reporting requirements, data definitions, and mapping logic. Develop and transform datasets from multiple sources to support reliable analytics and reporting outputs. Validate data accuracy and certify reporting outputs to ensure trusted, governance-aligned insights. Analyze contact center performance data to identify trends, issues, and opportunities for operational improvement. Investigate and resolve data issues, dashboard performance challenges, and reporting discrepancies. Document business rules, data definitions, and reporting logic to support governance and reuse. Partner with business and technical stakeholders to enhance data accessibility and enable self-service reporting. Support continuous improvement of data models, visualization standards, and reporting architecture. Requirements: Bachelor’s degree in an analytical, quantitative, or technical field (or equivalent experience). 3+ years of experience building dashboards and reports using Qlik Sense, QlikView, or MicroStrategy. Strong experience analyzing large datasets to generate insights that support business decisions. Solid understanding of SQL and relational data concepts, including dimensional modeling fundamentals. Experience working with ETL processes and integrating data from multiple systems is preferred. Familiarity with data platforms such as Teradata, Snowflake, SQL Server, or Oracle is a plus. Strong analytical, problem-solving, and troubleshooting skills, especially around data quality and reporting issues. Ability to communicate effectively with both technical and non-technical stakeholders. Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment. Experience with contact center or payments industry data is highly desirable. Understanding of data visualization and UX best practices for dashboard storytelling. Ability to work independently while also collaborating effectively in cross-functional teams. Benefits: Competitive salary range: $67,700 – $86,300 USD Comprehensive health, dental, and vision insurance Paid time off, paid holidays, and flexible remote-first work environment 401(k) retirement plan with employer match Health Savings Account (HSA) with employer contributions Flexible Spending Accounts (FSA) Life, disability, and supplemental insurance options Mental health and employee assistance programs (EAP) Tuition reimbursement and professional development support Wellness programs and volunteer time off Inclusive, values-driven culture focused on belonging and collaboration. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Contact Center Insights and Reporting Analyst in the United States. This role sits at the intersection of data analytics, business intelligence, and customer operations within a fast-paced, mission-driven financial technology environment. You will transform complex contact center data into clear, actionable insights that support strategic and operational decision-making across the organization. Acting as a key analytics partner, you will design dashboards, build trusted reporting frameworks, and ensure data integrity across multiple sources. The role requires close collaboration with business stakeholders and technical teams to translate business questions into scalable data solutions. You will play a central role in strengthening data governance, improving reporting consistency, and enabling self-service analytics across the organization. This is a highly impactful position where analytical thinking, storytelling with data, and technical BI expertise come together to drive better customer and operational outcomes.