Senior Data Analyst – CX

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

📋 Description

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

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

• Create dashboards using Tableau and Metabase.

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

• Collaborate with QA to pinpoint root causes of agent behavior and customer issues.

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

• Assess and evaluate LLM outputs for quality, relevance, and analytical accuracy in business contexts.

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

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

• Optimize 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 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.

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

⛳️ Requirements

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

• Advanced SQL proficiency (preferably with BigQuery and/or ClickHouse).

• Strong Python skills 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.

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

• Excellent presentation and storytelling abilities; capable of engaging 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.

• We foster an inclusive company culture that values diversity, integrity, and transparency. We prioritize work-life balance and appreciate the time you spend with loved ones outside of work. In the same vein as our product, we are committed to nurturing and caring for our employees.

• Our team members enjoy 100% trust and the freedom to implement their vision and share their ideas from day one at Tabby. You are accountable for your area of expertise. We encourage everyone to think and make decisions as if Tabby were their own business, because it is. Our employee stock options program is accessible to all.

• You will have the opportunity to learn and develop in 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.