Data Analyst

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

As a Data Analyst within Concentrix ANZ's offshore analytics team, you will support Australian clients by delivering performance analytics, quality assurance insights, and data-driven narratives that drive call centre operational excellence and improved customer outcomes. You will be part of a growing AI and Analytics practice supporting leading Australian brands, working on meaningful problems across call centre performance, quality assurance, and customer experience analytics.

• Source, combine, prepare and analyse large datasets efficiently using tools that enables data scalability

• Conduct descriptive and diagnostic analytics to identify performance trends, attributes, and improvement opportunities

• Develop and maintain Power BI dashboards and reporting frameworks that provide clear, timely visibility of call centre performance

• Support quality assurance analytics by analysing call centre agent performance data and surfacing actionable insights

• Perform root-cause analysis on operational and customer experience issues to inform client decision-making

• Translate complex data into compelling, clear narratives for client stakeholders through effective data storytelling

• Collaborate with the Data Science team and client-facing consultants to align analytical outputs with client objectives

Key skills & knowledge:

• 3–5 years of experience in a data analyst or analytics role, preferably within a BPO, call centre, or customer experience environment