Reporting Specialist

We are looking for a Reporting Specialist to analyze and report on customer experience and call center performance data to drive improvements in customer satisfaction, service quality, and operational efficiency. You will work closely with cross-functional teams to collect and analyze data, develop reports and dashboards, and monitor key performance indicators.

Responsibilities:

• Collect, validate, and analyze customer experience and call center performance data from various sources, including surveys, customer feedback, operational reports, and performance systems.
• Develop and maintain reporting templates, dashboards, and performance reports to track key customer experience and operational metrics.
• Monitor call center performance against established operational and quality standards, including COPC and ISO, where applicable.
• Identify trends, patterns, performance gaps, and improvement opportunities through data analysis.
• Analyze employee and team performance using relevant KPIs, performance measurement models, and effectiveness indicators.
• Ensure data accuracy, consistency, and timely delivery of daily, weekly, and monthly reports.
• Collaborate with cross-functional teams to identify performance gaps and support the implementation of improvement strategies.
• Support quality and training teams by identifying performance gaps and training needs based on reporting and analysis.
• Continuously improve reporting processes, templates, and dashboards to enhance efficiency and reporting accuracy.

Requirements:

• Bachelor's degree or Diploma in Business Administration, Data Analytics, Statistics, Information Technology, or a related field.
• 2+ years of experience in reporting, data analysis, customer experience, quality, or call center operations.
• COPC or ISO certification is preferred.
• Experience with call center quality standards and performance measurement models.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and accuracy.
• Proficiency in Microsoft Office, especially Microsoft Excel and Power BI.
• Strong communication, presentation, negotiation, and persuasion skills.
• Ability to analyze performance reports and translate data into actionable insights and recommendations.