Senior Data Analyst, CX

This is a fully remote position, open to applicants in Armenia.

📋 Description

• Analyze extensive datasets concerning agent performance, support interactions, and quality assurance.

• Develop optimized SQL queries utilizing tools such as BigQuery and ClickHouse.

• Create dashboards using Tableau and Metabase.

• Identify behavioral and performance trends within agents and support teams.

• Collaborate with QA to uncover root causes of agent behaviors and customer issues.

• Employ LLM tools with effective prompt engineering for daily analytics, summarization, and generating insights.

• Evaluate and profile LLM outputs for quality, relevance, and analytical accuracy in business scenarios.

• Have familiarity with LLM APIs and the integration of model outputs into analytical or internal tool workflows.

• Utilize Airflow and Python to automate data tasks and enhance workflows.

• Enhance analytics pipelines and data marts to boost performance, resource efficiency, and reliability.

• Identify and refine inefficient DAGs, queries, and transformations to ensure scalable and cost-effective data processing.

• Propose and co-create enhancements in agent tooling, ticket routing, and SLA tracking.

• Convert business inefficiencies into measurable metrics and outcomes.

• Serve as an analytical partner to Operations, Support Management, QA, and Training.

• Collaborate with Data Engineering to guarantee clean, accurate, and well-structured data pipelines.

• Clearly communicate findings through presentations, visualizations, and succinct documentation.

⛳️ Requirements

• Minimum of 3 years of experience as a data analyst in a dynamic, data-intensive environment.

• Advanced SQL expertise (preferably in BigQuery and/or ClickHouse).

• Proficient in Python for data analysis, automation, and integration tasks.

• Experience with data visualization platforms (e.g., Tableau, Metabase, Looker).

• Knowledge of Airflow, DAG orchestration, and contemporary data pipelines.

• Familiarity with LLM agents, prompt engineering, and API utilization.

• Capability to translate business inquiries into structured, testable hypotheses.

• Excellent presentation and storytelling abilities; capable of communicating effectively with both technical and non-technical stakeholders.

• Upper-Intermediate or higher proficiency in English (both spoken and written).

🏝️ Benefits

• We are an international team of motivated professionals located worldwide.

• We promote an inclusive company culture that values diversity, integrity, and transparency. We aim for a healthy work-life balance and value the time you spend with loved ones outside of work. In line with our product philosophy, we care for and nurture our employees.

• Our employees are granted complete trust and freedom to implement their vision and bring forward their ideas from day one at Tabby. You take ownership of your work area. We motivate everyone to think and make decisions as if Tabby were their own business—because it is. Our employee stock options program is available to everyone.

• You will have the chance to learn and grow in one of the fastest-growing fintech companies in the region.

• We provide relocation support and will guide you through the entire process.

• We’ll equip you with the necessary devices for your work.