• 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.

• Build, enhance, and maintain dashboards in Tableau and/or Power BI • Support and modify existing dashboards, including working with underlying SQL and calculations • Translate business requirements and wireframes into effective visualizations • Develop and optimize DAX measures (Power BI) • Use SQL for data validation, profiling, and troubleshooting • Own work from requirements through development and quality checks • Collaborate with consultants and stakeholders to iterate on reporting solutions

• Gains a thorough understanding of the database structure and business intelligence tools to create required analytical solutions • Serves as first point of contact for data analytics and process improvement • Performs data analysis and creates queries, programs and automation under direction of an experienced analyst • Gathers requirements and prepares analysis based on information from internal and external sources to evaluate and demonstrate enterprise effectiveness and efficiency • Uses basic analytical methods to ensure reported data is meaningful and accurate • Develops technical ability in data analytics using various systems and tools such as Tableau, Microsoft Office Suite, and SAP products • Attends courses in performance improvement activities, system design, technical training, statistical analysis, and other appropriate subjects • Provides assistance in problem identification, resolution, and solution design for a variety of business needs under the direction of an experienced analyst • Project Coordination- Reviews, identifies and documents any issues, barriers, or risks and brings them to management’s attention • Manages workload and balances quality of work with deadlines to fulfill user expectations and project goals • Manages expectations and engages management to review/resolve any potential changes to project scope, expected deliverables, etc. • Implements changes while adhering to the change control policy and procedures for the project in order to deliver a successful solution to the customer • Communicates to all parties the natures, significance and risk factors of corresponding projects • Participates in post implementation review of projects • Assists team with customer requirements gathering • Team Building- Participates in training and professional development sessions • Offers assistance and support to co-workers • Contributes to building positive team spirit and cohesiveness • Balances team and individual responsibilities • Works cooperatively in group problem-solving situations