Data Analyst

• Analyze AFC transaction data (smart cards, mobile tickets, contactless payments) to identify trends in ridership, revenue, and passenger flow.
• Develop dashboards and reports tracking KPIs such as ridership, fare evasion, peak usage, and revenue leakage.
• Perform data validation and quality checks to ensure integrity of AFC datasets.
• Provide insights into passenger travel patterns, route performance, and network utilization.
• Support planning teams with demand forecasting and capacity planning.
• Analyze multimodal integration (bus, metro, tram) using AFC data.
• Build predictive models for ridership forecasting, fare optimization, and demand analysis.
• Apply statistical techniques and machine learning where applicable.
• Conduct scenario analysis to support policy or fare structure changes.
• Collaborate with operations, finance, and planning teams to translate data into actionable insights.
• Present findings and recommendations to senior stakeholders and leadership.
• Support audits and regulatory reporting requirements.

• 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.
• Use LLM tools with practical **prompt engineering** for daily analytical tasks, summarization, and insights generation.
• Ability to assess and profile LLM outputs for quality, relevance, and analytical correctness in business contexts.
• Familiarity with **LLM APIs** and integrating model outputs into analytical or internal tooling workflows.
• Work with Airflow and Python to automate data tasks and support workflows.
• Optimize analytics pipelines and data marts to improve performance, resource efficiency, and reliability.
• Identify and refactor inefficient DAGs, queries, and transformations to ensure scalable and cost-effective data processing.
• Suggest and co-build improvements in agent tooling, ticket routing, and SLA tracking.
• Translate business inefficiencies into trackable metrics and measurable outcomes.
• Act as an analytical partner to **Operations**, **Support Management**, **QA**, and **Training**.
• Work with **Data Engineering** to ensure clean, accurate, and well-modeled data pipelines.
• Communicate findings clearly through presentations, visualizations, and concise documentation.

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Data Analyst

Senior Data Analyst