Analyst-Data Analytics
Global Complaints & Privacy Team is responsible for servicing & handling customer complaint channels across multiple international markets. The team is responsible for ensuring resolution of Customer outcomes, identifying key trends across geographies, and ensuring compliance to key international regulations/laws and practices.
GC&P Analytics, Insights and Reporting Team leads reporting and analysis on the customer complaints data with the objective of converting them into meaningful insights & strategies for our business partners, enabling process improvements across businesses and enhanced customer experience as well as providing accurate and timely updates on complaints to the regulators. The team also closely work with Operations team to improve operational efficiencies.
The Analyst-Data Analytics will work directly with customers and regulators to achieve s. This is a high-profile role with frequent interactions with senior leaders.
Conduct research, including call listening and side-by-sides, to understand the full lifecycle of an interaction that results in a Complaint or Privacy concern
Partner with colleagues from Global Servicing and other business units to help identify root cause of complaints
Compile results of analysis and create insights packages for various business units and markets
Assist with validation efforts on model and Gen AI work to enhance our complaints insights
Support Regulatory, Operational, and ad-hoc reporting as required
Strong Expertise in SQL and Google Big Query
Strong attention to detail - this is a highly regulated space with no room for error
Experience working in GS or GTLS Operations
Familiarity with call recording platforms (NICE, Nexidia, etc.) and systems used by specialists (OPUS, ISP, etc.)
Proven thought leadership, strong communication, relationship management skills
Ability to work on multiple projects simultaneously, flexibility and adaptability to work within tight deadlines and changing priorities
Preferred Qualifications:
Experience with Global Complaints and Privacy data
Experience working with, analyzing, and summarizing large data sets
Experience in Data Visualization Tools
Experience with reviewing output of Gen AI tools or validating model output
Proficiency in reading additional languages (Spanish or French preferred)
Degree or certification in a quantitative field