Description
We're building the measurement and automation foundation for Customer Care. You'll turn data from multiple sources into insights, dashboards, and automated workflows, reducing manual work and improving how we make decisions on customer service and complaint resolution.
This is not a case-execution role. It's about customer care measurement, lightweight data engineering, and automation.
Challenges that await you:
1. Measurement & Root Cause Analysis
- Build root cause analysis models (trends, resolution times, recurrence)
- Integrate multichannel customer interaction data (calls, chat, email, complaints) with resolution outcomes
- Analyse SLA compliance, escalation patterns, and resolution effectiveness
2. Data Pipelines & Automation
- Automate ingestion from CRM, ticketing systems, IVR/call center platforms, and regulatory reporting tools
- Build ETL pipelines using SQL and Python
3. Dashboards & Reporting
- Build executive and operational dashboards (Looker Studio / Tableau / Power BI)
- Standardise Customer Care KPIs (CSAT, NPS, FCR, AHT, resolution rate) and translate data into clear narratives for non-technical audiences
4. AI & Process Automation
- Automate case tracking, regulatory reconciliation, and agent/vendor monitoring
- Build internal AI agents for automated reporting, quality assurance, and performance monitoring
What makes you a great fit:
- 0–3 years of experience in Customer Care, Operations, Data, or Quality Analytics — recent graduates are welcome to apply
- Strong SQL — mandatory (joins, window functions, query optimisation)
- Hands-on Python (pandas, APIs, ETL workflows)
- Structured thinker with business sense
- Basic statistics knowledge
- Advanced English level
Our ways of working:
- Innovative Spirit: A commitment to creativity and groundbreaking solutions.
- Honest Feedback: valuing open, transparent communication.
- Supportive Team: a strong, collaborative community.
- Celebrating Achievements: recognizing our wins together.
- High-Tech Environment: a team full of smart and revolutionary people who dare to challenge the status quo of incumbent finances.
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