Senior Data Analyst, CX

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

📋 Description

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

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

• Develop dashboards using Tableau and Metabase.

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

• Collaborate with QA to uncover root causes in agent behavior and customer-related issues.

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

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

• Have familiarity with LLM APIs and integrating model outputs into analytical or internal tooling workflows.

• Utilize Airflow and Python to automate data processes and support workflows.

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

• Identify and refactor inefficient Directed Acyclic Graphs (DAGs), queries, and transformations to ensure scalable and cost-effective data processing.

• Propose and co-develop 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 maintain clean, accurate, and well-structured data pipelines.

• Present findings clearly through presentations, visualizations, and concise documentation.

⛳️ Requirements

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

• Advanced proficiency in SQL, preferably with BigQuery and/or ClickHouse.

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

• Experience with data visualization tools such as Tableau, Metabase, or Looker.

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

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

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

• Strong presentation and storytelling abilities; capable of communicating 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 across the globe.

• Our company culture is inclusive, embracing diversity, integrity, and transparency. We prioritize work-life balance and value the time you spend with loved ones outside of work. In the same spirit as our product, we care for and nurture our employees.

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

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

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

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