Senior Data Analyst, CX

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

📋 Description

• Analyze extensive datasets pertaining to 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 patterns among agents and support teams.

• Collaborate with QA to pinpoint root causes in agent behaviors and customer issues.

• Employ LLM tools alongside practical prompt engineering for daily analytical tasks, summarization, and generating insights.

• Evaluate and profile LLM outputs for quality, relevance, and analytical accuracy within business contexts.

• 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 workflows.

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

• Recognize 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 teams.

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

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

⛳️ Requirements

• Over 3 years of experience as a data analyst in a dynamic, data-driven environment.

• Advanced SQL capabilities (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.

• Ability to convert 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 (spoken and written).

🏝️ Benefits

• We are an international team of inspired professionals located across the globe.

• We foster an inclusive company culture, valuing diversity, integrity, and transparency. We prioritize work-life balance and cherish the time you spend with loved ones outside of work. In line with our product philosophy, we care for and nurture our employees.

• Our team members are granted complete trust and freedom to implement their vision and share their ideas from day one at Tabby. You are responsible for your area of work, and we encourage everyone to think and make decisions as if Tabby were their own business, as it truly is. Our employee stock options program is available to all.

• You will have the opportunity 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.