Senior Data Analyst, CX

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

📋 Description

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

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

• Develop dashboards using Tableau and Metabase.

• Identify behavioral and performance patterns among agents and support teams.

• Collaborate with QA to uncover root causes of agent behavior and customer concerns.

• Implement LLM tools with practical prompt engineering for daily analytical tasks, summarization, and insights generation.

• Evaluate and profile LLM outputs for quality, relevance, and analytical precision in business contexts.

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

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

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

• Identify and refactor inefficient 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 trackable metrics and measurable outcomes.

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

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

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

⛳️ Requirements

• At least 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 tools (e.g., Tableau, Metabase, Looker).

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

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

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

• Strong presentation and storytelling abilities; adept at communicating with both technical and non-technical stakeholders.

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

🏝️ Benefits

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

• We foster an inclusive company culture that values diversity, integrity, and transparency. We prioritize work-life balance and value the time you spend with your loved ones outside of work. Similarly to our product, we are dedicated to nurturing our employees.

• Our team members are given 100% trust and freedom to implement their own vision and present their ideas from day one at Tabby. You will be responsible for your area of work, and 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 chance to learn and advance in one of the fastest-growing fintech companies in the region.

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

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