Data Analyst-I

Responsibilities

• Monitor, analyse, and report on core Customer Service KPIs and operational performance metrics across daily, weekly, and monthly intervals.
• Design, build, and maintain interactive productivity dashboards and visual analytics for cross-functional teams using BI tools (Qlik Sense).
• Write efficient SQL queries to extract, transform, and model complex, multidimensional datasets from relational databases to fulfil ad-hoc and routine business requests.
• Collaborate directly with global business leads to understand data requirements, manage inbound reporting queues, and effectively communicate insights to technical and non-technical audiences.
• Identify operational trends, inefficiencies, and data quality gaps to assist leadership in driving automation and workflow enhancements.

Requirements

• 3–5 years of hands-on experience in a Data Analysis, Business Intelligence, or Operational Reporting role (BPO / Contact Centre experience is highly advantageous).
• Strong experience writing complex SQL queries for data extraction, aggregation, and analysis.
• Key Competencies & Behavioural Traits Self-Driven & Proactive: Strong sense of ownership with a desire to impact organizational success.
• Comfortable working in a fast-paced, evolving environment with shifting business priorities.

The Role

The Customer Services department within ETG is dedicated to continuously elevating the customer experience through automation, process optimization, and quality governance. We are seeking an inquisitive, detail-oriented Data Analyst to join our team in Mumbai. In this role, you will play a pivotal part in delivering actionable insights and robust reporting solutions to global stakeholders across the Customer Services organization, empowering data-driven decision-making.

BI Tools

Hands-on experience developing reports and dashboards in Qlik Sense / QlikView, Power BI, Tableau or Looker Studio (preferred).

Advanced Spreadsheet Skills

Proficient in Excel and Google Sheets, including advanced formulas (INDEX/MATCH, XLOOKUP, nested logic), pivot tables, and data modelling.

Data Handling

Proven ability to clean, manipulate, and draw insights from large, complex, and unaggregated datasets.

Good Communication

Able to articulate technical data findings clearly to global stakeholders at varying leadership levels. Diversity disclaimer At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.