Data Analyst

3 weeks ago

United Kingdom Aquent Full time

Job Title: Data Analyst

Client Location: UK(Remote)

Starting: Asap

Pay Rate: £326-£365 per day(PAYE Inside IR35)

Duration: 12 months


Summary

  • Our client is seeking an analyst to contribute to large projects and leverage analytical skills to help deliver lasting impact on products.
  • The main function of an Analyst is to work with the Premier Partner Operations team to identify and root cause possible issues and trends across our Verified support queues.
  • Verified is a subscription-based service available to Creators and Businesses, offering them a range of benefits ranging from Verification, Protection to Customer Support.
  • The candidate will support the creation of post mortem and root cause analysis which will be presented to the Product and Ops leaders across the company.


Job Responsibilities:

Monitor our different dashboards to identify trends impacting our tier 1 tier 2 support queues Deepdive on trends and support cases to identify and validate assumptions on possible root causes Document and present root cause analysis to XFNs and Leaders to help get alignment on resolution paths.


Qualifications

  • Previous experience in project or program management in the Customer Support industry. Verbal and written communication skills, multi-tasking and interpersonal skills.
  • Experience with SQL and Data Analysis.


Top 3 must-have HARD skills:

  • Data analyst background
  • Ability to deep dive into data
  • Leadership skills


Good to have skills:

More experience you have at reporting and tooling the better.


Business Group & Key Projects:

  • PPO team - premium partner operations team - working on Verified product
  • Run customer support facing platform for subscription plan to get benefits such as the blue tick verification - impersonation - and access to customer support . Job is to make this better customer service as the client is paying for this service every month.
  • The team is running the program and vendors they are leveraging are doing the job well and meets requirements
  • The team is to represent what is happening to leadership internally - VPs, directors who are invested in what is happening
  • The analysis will build the story for leadership on trends and what the customer satisfaction could be going up and down.
  • A lot of volumes, SLAs, issues to complete
  • Customize reporting and look at the data for the team
  • The CW will need to perform deep dive and analysis on Support Trends impacting Verified Product, to improve our overall support experience and north star.


Client Description:

Our Client is the largest social media company in the world. They have substantial B2B and B2C advertising and media platforms, as well as a nonprofit initiative. With the mission of bringing people together, they now boast over 2 billion users, and are rapidly developing as they influence the world around us.


Aquent is dedicated to improving inclusivity & is proudly an equal opportunities employer. We encourage applications from under-represented groups & are committed to providing support to applicants with disabilities. We aim to provide reasonable accommodation for any part of the employment process, to those with a medical condition, disability or neurodivergence.

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