We are looking for a Senior Analyst in the Customer Experience Department, Almaty, offline.

What you will be doing:

• Developing, optimizing, and supporting data marts for comprehensive CX analysis, service quality monitoring, and AI solution effectiveness (bots) monitoring;
• Designing and implementing database structures (tables, views, procedures) in the corporate data warehouse (DWH);
• Creating, automating, and developing interactive dashboards in Power BI for key metrics (NPS, CSAT, quality monitoring, employee KPI calculation, etc.);
• Analyzing data from various sources (including speech analytics) to identify hidden patterns, trends, and bottlenecks in the customer journey;
• Formulating practical recommendations for the business based on data and presenting them to management.

What we expect from the candidate:

• Experience in data analytics, understanding of business processes, speech analytics, and/or customer service;
• Proficient in writing complex queries (multi-table JOINs, subqueries, analytical functions), creating views and stored procedures, optimizing legacy code;
• Expertise in Power BI for reporting: DAX (writing complex measures and calculations) and Power Query (M) for cleaning, transforming, and consolidating data from heterogeneous sources;
• Understanding of DWH architecture and customer experience analysis methodologies (NPS, CSI, CES, etc.);
• Analytical thinking and the ability to independently manage a task from data extraction to presenting recommendations to the business.

If you are interested, please send your resume to Agzym.gataulina@homecredit.kz