Senior Specialist - Business Intelligence

Overview

• KPI Data Collection & Validation

• Consolidate multi-source data: IVR/telephony, CRM/case management, QA scorecards, post-call and digital surveys, social/complaints, chat, email, WhatsApp, app/web feedback
• Detect early warning signals (spikes in negative sentiment, repeat contacts, reopened cases, escalation trends)
• Maintain alerting for threshold breaches (CSAT dips, complaint surges, SLA misses)
• Extract required KPIs from approved systems following designated schedules to maintain consistent reporting accuracy
• Validate dataset completeness and formatting, ensuring numerical integrity and alignment with reporting requirements
• Maintain unified data templates to support continuity, comparability, and repeatability of performance reporting
• Flag errors, missing values, or anomalies to concerned stakeholders for timely resolution

• Dashboard Updating & Reporting

• Update dashboards with accurate performance metrics, ensuring correct visual representation and labeling
• Executive VOG (Voice of the Guest) Dashboard (CSAT/NPS/CES, trends, drivers, top issues, corrective actions recommendations and Insights)
• Prepare structured weekly and monthly summaries to support operational and leadership reviews
• Maintain historical data libraries, ensuring consistent archiving and access to past performance cycles to support continuity of analysis
• Support enhancements to dashboard structures by collecting feedback and identifying usability needs

• Insights & Improvement Support

• Link complaints + QA findings + operational KPIs to root causes (e.g., long AHT, policy ambiguity, defect-prone journeys, knowledge gaps)
• Facilitate insight readouts with QA, Operations, Training/Development, and Product/Policy owners
• Capture recurring performance issues and categorize them appropriately within tracking logs
• Provide data extracts supporting trend analysis and service-improvement assessments
• Maintain productivity, adherence, and quality datasets required for operational decision-making
• Highlight emerging patterns that may impact performance targets or frontline consistency

• Audit Readiness & Documentation

• Maintain audit-ready evidence folders, ensuring organized logs and complete supporting documentation
• Prepare required KPI samples during audits or governance reviews
• Validate integrity of archived datasets and ensure documentation traceability
• Support compliance with internal reporting standards and data-governance expectations

Requirements

• Minimum qualification:
• Bachelor's degree in business administration, Hospitality and Tourism Management, or related discipline required
• Certifications:
• COPC training, ITIL, CX/Service Excellence certifications or equivalent required

• Business Intelligence Certificate

• Power BI
• Years of Relevant Experience:
• 4+ years, preferably with majority in Performance Management
• Nature of Experience:
• Experience in performance reporting, data analysis, or service-operations monitoring preferred
• Experience working in a related area in a leading professional-services firm, prestigious consulting firm or entertainment/real estate industry preferred.

Benefits