Data Analyst

• Analyze large-scale datasets related to agent performance, support interactions and QA.
• Write optimized SQL queries using tools like BigQuery and ClickHouse.
• Build dashboards in Tableau, Metabase.
• Detect behavioral and performance trends among agents and support teams.
• Partner with QA to identify root causes in agent behavior and customer issues.
• Design and test LLM agents embedded in support flows.
• Implement evaluation pipelines (manual + automatic) for LLM response quality using semantic similarity and completion metrics.
• Collaborate with AI/ML teams to monitor and improve the performance of LLM agents over time.
• Work with Airflow and Python to automate data tasks and support workflows.
• Act as an analytical partner to Operations, Support Management, QA, and Training.

Senior Data Analyst, Customer Experience

Data Analyst – Fixed Term Contract

Master Data Analyst