Analyst, Customer Service and Contact Centre Data Analytics
8 hours ago
Overview
Analyst, Customer Service and Contact Centre Data Analytics role at AIA. To provide insightful data analytics & insights to help Customer Service HOD and other team members make sound, appropriate & timely business decisions.
Responsibilities
Data collection and analysis: Analysing data from various sources to identify trends, patterns and insights that can help make informed decisions.
Identify and analyse data points to provide meaningful insights and findings that would improve business decisions on product refinement, improvement of benefits & features, and better projection to drive business performance.
Work with key business owners & stakeholders to identify opportunities or issues that require insights and define the data requirements that would help in daily decisions.
Validate data points in the data warehouse to ensure data integrity. Perform data cleansing and pre-processing to facilitate meaningful analysis.
Create and maintain reports & dashboards.
Investigate and troubleshoot dashboard issues; automate and streamline extraction of management reporting.
Requirements
Bachelor’s Degree in quantitative discipline such as Statistics, Data Analytics, Business Analytics, Computer Science or other relevant fields.
Relevant work experience in data analysis or a related field, preferably in a Contact Centre environment.
Strong analytical skills including the ability to collect, organize, analyse, and interpret large datasets.
Ability to communicate complex data insights clearly to non-technical stakeholders.
Ability to identify problems and recommend data-driven solutions.
Good understanding of life insurance market.
Proficient in MS Excel and PowerPoint for reporting.
Knowledge of data visualization tools such as Tableau or Power BI.
Proficiency in SQL.
Proficiency in Python is a plus.
About AIA
For over a century, AIA has served the ever-changing needs of our customers across Asia-Pacific. Our purpose to help millions live Healthier, Longer, Better Lives is at the heart of everything we do. As pioneering innovators, we’re transforming AIA to be faster, simpler and more connected to create better solutions and experiences for our customers and communities.
Join Us
At AIA, we believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. AIA is committed to building a vibrant, diverse, and inclusive workforce. Join us if you believe in creating a better tomorrow
Job Details
Seniority level: Entry level
Employment type: Full-time
Job function: Other
Industries: Insurance
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