• The Business Intelligence Analyst is responsible for transforming data into actionable insights that drive strategic decisions. • This role ensures data accuracy, develops dashboards and reports, and collaborates with cross-functional teams to support business performance and operational efficiency. • Perform manual updates as needed. • Design and maintain dashboards and performance metrics to support key business decisions. • Adhere to reporting deadlines and deliver timely, accurate reports. • Establish and maintain effective communication with Operations and team members to resolve issues and meet expectations. • Develop and maintain data models, reporting systems, automation processes, and BI dashboards. • Manage Freshdesk tickets, ensuring SLA compliance and timely resolution. • Upload raw data into BI tools promptly and accurately. • Develop reports using QuickSight and other BI platforms. • Conduct troubleshooting on BI models and perform quality assurance checks on reports. • Generate and deliver high-quality reports to internal and external stakeholders. • Continuously upskill in digital tools, software, and programming to stay current with BI trends.

• Collaborate with product owners to design, develop, maintain and manage advanced Tableau dashboards and reports that meet product requirements. • Leverage AI and machine learning capabilities to enhance predictive modeling (e.g., revenue forecasting) and automate complex data analysis tasks. • Integrate data from various sources to produce requested or required data sets. • Develops creative and innovative ways to answer critical business questions by augmenting existing data assets with AI-driven insights or driving the development of new ones. Leverages technical expertise and data storytelling abilities to transform the business requirements into impactful and efficient analytic solutions, leveraging the full power of all enterprise Business Intelligence tools and AI assistants. • Functions as a BI technical consultant, partnering with business users to gather, document, and develop data and information requirements to answer the business questions being asked. Researches and identifies the correct enterprise data stores to use as the source of truth for the information, working in close partnership with the technology and business teams. • Perform and document data analysis, data validation, and data mapping/design. • Provides all facets of support for all deployed Business Intelligence projects, identifies the root cause of issues, and actively participates in guiding resolution.

• Design and implement comprehensive quality assurance frameworks and methodologies across multiple frontline channels • Mentor frontline employees and facilitate knowledge transfer through coaching and feedback programs • Generate actionable insights from complex performance data to drive strategic decision-making and process improvements • Collaborate with cross-functional teams to establish quality standards and best practices for customer interactions • Perform advanced trend analysis to proactively identify areas for enhancement

• Design and develop interactive Power BI dashboards and reports. • Create DAX measures and Power Query transformations for optimized data modeling. • Perform ETL operations using SQL, Power Query, and data connectors. • Implement row-level security (RLS) and other data security measures. • Collaborate with business users to define KPIs and reporting requirements.