Data Analyst

Data Analyst 

Job Description

About the Role

We are looking for a Data Analyst to turn large volumes of unstructured operational data — call transcripts, support tickets, chat logs, and customer interactions — into clear, actionable reporting for an airline client. You will build the pipelines, dashboards, and recurring reports that help the client's operations, support, and customer experience teams make faster, evidence-based decisions.

What You'll Do

• Collect, clean, and structure large datasets from calls, support tickets, and chat/transcript sources
• Design and maintain recurring reports and dashboards (volumes, resolution times, sentiment/topic trends, SLA compliance, escalation patterns)
• Apply text analytics / NLP techniques to extract themes, complaints, and recurring issues from call and ticket transcripts
• Identify patterns and anomalies in customer support and operational data, and translate them into recommendations
• Collaborate with support, operations, and product teams to define KPIs and reporting requirements
• Build and maintain automated data pipelines (ETL) feeding BI tools
• Ensure data quality, consistency, and documentation across all reporting outputs
• Present findings to stakeholders in clear, non-technical language

Requirements

What We're Looking For

• 2+ years of experience in data analysis, business intelligence, or a related analytics role
• Strong SQL skills; experience with Python (pandas, NLP libraries) is a strong plus
• Experience working with unstructured/text data (transcripts, tickets, chat logs) is a strong plus
• Proficiency with BI/visualization tools (Power BI, Tableau, Looker, or similar)
• Understanding of ETL processes and data pipeline design
• Strong analytical thinking and ability to translate data into business recommendations
• Excellent communication skills in English; airline/customer-service industry experience is a plus
• Comfortable working with large datasets and big-data tooling (e.g., Spark, BigQuery, or similar) is a plus

Nice to Have

• Experience with speech-to-text or call transcript analysis
• Familiarity with sentiment analysis and topic modeling
• Prior experience in the airline, travel, or contact-center industry

Benefits

• Work on a real, high-impact project for an international airline client
• Competitive compensation and professional development opportunities