Within the area of marketing & communications, we fill interesting positions with attractive clients throughout Germany from Junior Product Manager to Head of Marketing (m/f/d). Interested? Apply now at AVANTGARDE Experts!
We are filling the following position for our client:
Call Center Q&A Data Analyst (m/f/d)
Facts
* 100% remote work
* Fixed-term contract until April 30, 2026
* Opportunity to work in a dynamic, cross-functional project team
* Involvement in innovative analytics and customer experience initiatives
Your Job Description
* Support for the rollout of the new Customer Interaction Tool
* Analysis of voice, email, and chat data from call center interactions (voice-to-text, text analysis)
* Analytical focus on compliance, customer experience, and productivity
* Assumption of technical responsibilities (e.g. data modeling, tool usage)
* Derivation of actionable recommendations from qualitative and quantitative data
* Close collaboration with the business owner and project team to continuously optimize analysis processes
* Quality assurance and generation of meaningful KPIs
* Development and maintenance of dashboards and reports to measure agent performance and customer satisfaction
Your qualification profile
* Several years of experience as a QA Analyst or data analyst
* Experience in call center and customer experience environments with strong understanding of call center KPIs, processes, and conversation structures
* Skilled in voice-to-text processing, sentiment analysis, and text mining
* Proficient in using the analytics tool Qualtrics
* Structured and analytical mindset with a high level of initiative
* Strong communication skills and excellent team spirit
* Fluent in English
Interested?
Then we look forward to receiving your convincing application including salary requirements and earliest starting date via our online portal.
Your contact person
Stephanie Helfmeyer
T: +49 89 540210329