Contact Center Insights and Reporting Analyst

Velera

Contact Center Insights and Reporting Analyst at Velera leads data discovery and analysis for contact center reporting. Responsible for data integrity and visualization using Qlik Sense.

Posted 5/14/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $67,700 - $86,300 per yearWebsite

Tech Stack

Tools & technologies

ETLOracleSQL

About the role

Key responsibilities & impact

The Contact Center Insights and Reporting Analyst leads data discovery, assessment, analysis, modeling, and mapping efforts that support dashboards, reports, and visualizations used across the Contact Center
This role works closely within the business unit and across departments with partners and subject matter experts to understand current and future analysis goals, then designs solutions that meet those goals while maintaining strong data governance and data quality
This position is responsible for answering questions about the state of the business and generating insights that help guide strategic direction through data
The analyst builds and maintains reporting used at multiple levels of the organization, integrates new data sources, and helps ensure data is clean and accurate
Qlik Sense is the primary BI platform for this work, and experience with Strategy (MicroStrategy) is also highly relevant
The analyst partners with the business to treat data as an asset and to ensure stakeholders have trusted, consistent information to support decisions
This role serves as a consultative partner on how to use data effectively for process improvement, standard methodologies, data interpretation, and improving reporting architecture over time
The analyst also supports enablement by helping others understand and use governed data sources appropriately

Requirements

What you’ll need

Bachelor’s degree in an analytical, quantitative, or technical field
3 years of experience building dashboards and reports using Qlik Sense or QlikView, or Strategy (MicroStrategy)
3 years of experience using business intelligence tools to investigate large datasets, identify trends, and deliver meaningful insights that support business decisions
Experience gathering requirements and communicating effectively with both technical and non-technical audiences
ETL concepts and experience integrating data from multiple systems preferred
Experience with Teradata, SQL Server, Oracle, or Snowflake preferred
Familiarity with visualization and UX best practices for dashboards and storytelling preferred
Knowledge of payments call center industry concepts and enterprise data governance practices strongly preferred

Benefits

Comp & perks

Competitive wages
Medical with telemedicine
Dental and Vision
Basic and Optional Life Insurance
Paid Time Off (PTO)
Maternity, Parental, Family Care
Community Volunteer Time Off
12 Paid Holidays
Company Paid Disability Insurance
401k (with employer match)
Health Savings Accounts (HSA) with company provided contributions
Flexible Spending Accounts (FSA)
Supplemental Insurance
Mental Health and Well-being: Employee Assistance Program (EAP)
Tuition Reimbursement
Wellness program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisdata modelingdata mappingdashboard developmentreportingdata integrationETLSQLQlik SenseMicroStrategy

Soft Skills

communicationcollaborationconsultative skillsdata governancedata qualityprocess improvementstakeholder engagementanalytical thinkingproblem-solvingstorytelling