Data Analyst Specialist- BPO

Overview

Job Title: Data Analyst Specialist – Overdraft and Balance Transfer Loan Services

Department: Business Operations

Reports To: Operations Manager

Location: Noida, Sector 63

Job Overview:

We are looking for a highly skilled Data Analyst to join our dynamic BPO team, responsible for managing and analyzing data related to Overdraft and Balance Transfer Loan Services. This position will involve handling Management Information Systems (MIS), Dialer Data, and collaborating with telecaller teams to enhance operational efficiency. A key focus will be finding and integrating new data sources to drive better decision-making and business outcomes.

Key Responsibilities:

• MIS Reporting & Analysis:
• Develop, manage, and distribute daily, weekly, and monthly MIS reports for overdraft and balance transfer loan services.
• Monitor key performance indicators (KPIs) such as call volumes, loan conversions, customer engagement, and telecaller efficiency.
• Generate actionable insights from reports and present them to senior management to improve operational performance.
• Enhance reporting processes by automating and streamlining data collection and presentation.
• Dialer Data Management & Optimization:
• Manage and analyze dialer data to track telecaller activities, ensuring optimal lead distribution and efficiency.
• Provide recommendations on dialer strategies and optimize calling patterns based on analysis of historical and real-time data.
• Conduct regular audits of dialer performance, ensuring data integrity and identifying improvements.
• Data Mining & Finding New Data Sources:
• Explore new sources of data (internal and external) to improve the accuracy and depth of reports, particularly focusing on customer behavior, loan approvals, and telecaller performance.
• Research industry trends and leverage third-party data (e.g., demographic information, credit score insights) to enhance loan servicing strategies.
• Implement innovative data analysis techniques (such as predictive modeling or machine learning) to identify trends and opportunities that enhance loan conversions and customer satisfaction.
• Forecasting & Trend Analysis:
• Leverage historical data to build forecasting models for future loan demand and telecaller workloads.
• Analyze customer interactions and loan trends to predict customer behavior, leading to improved service offerings and strategic decisions.
• Monitor industry shifts and adjust internal models to stay ahead of market changes.
• Data Integrity & Quality Control:
• Ensure high standards of data accuracy and consistency across all reports and systems, maintaining a high level of data integrity.
• Perform regular checks and data audits to ensure all information is up-to-date and error-free.
• Investigate discrepancies and resolve data-related issues proactively to prevent disruptions in reporting.
• Collaboration & Stakeholder Management:
• Collaborate with telecaller teams, loan servicing managers, and IT departments to understand operational data needs and deliver solutions.
• Provide actionable insights to the telecaller team to optimize performance based on data analysis.
• Work with marketing and product teams to analyze customer acquisition trends and optimize loan products based on data-driven feedback.
• Process Improvement & Automation:
• Recommend and implement process improvements based on data analysis to increase overall team efficiency and loan conversion rates.
• Identify opportunities to automate manual reporting processes and streamline data analysis workflows.
• Drive data-driven initiatives to enhance customer experience, reduce operational costs, and improve loan performance.

Required Skills and Qualifications:

• Educational Background: Bachelor's degree in Business, Data Science, Statistics, Computer Science, or a related field.
• Experience:
• At least 2-3 years of experience as a data analyst, preferably in a BPO or financial services environment.
• Proven experience in handling large datasets, creating MIS reports, and managing dialer systems.
• Previous experience in financial products like overdraft services and balance transfer loans is an advantage.
• Technical Skills:
• Proficient in data analysis tools like Excel, SQL, and Business Intelligence tools (Power BI, Tableau, etc.).
• Knowledge of programming languages such as Python or R for advanced data manipulation and analysis (preferred).
• Experience with dialer management systems, telephony data analysis, and CRM platforms.
• Analytical Skills:
• Strong ability to analyze and interpret complex data sets to identify trends, patterns, and opportunities.
• Familiarity with predictive analytics, machine learning models, or other advanced data techniques is a plus.
• Problem-Solving Skills:
• Ability to troubleshoot data issues, identify root causes, and provide actionable solutions.
• Strong attention to detail and a proactive approach to finding and solving data-related challenges.
• Communication & Reporting:
• Ability to communicate data findings clearly and concisely to non-technical stakeholders.
• Strong presentation skills, able to create dashboards, reports, and visualizations that are insightful and actionable.
• Innovation & Curiosity:
• A passion for discovering new data sources and using innovative tools and techniques to drive business improvements.
• Willingness to stay up-to-date on the latest trends in data analysis and apply new methodologies to the business.

Preferred Skills:

• Knowledge of the BPO industry’s call center operations and financial services.
• Understanding of customer acquisition and retention metrics in a loan servicing context.
• Experience in machine learning, predictive modeling, or data mining.

Benefits:

• Competitive salary with performance-based incentives.
• Health and wellness benefits.
• Professional development opportunities, including training on advanced data analysis tools and techniques.
• A collaborative and innovative work environment that encourages data-driven decision-making.

Job Types: Full-time, Fresher

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Paid time off

Schedule:

• Day shift
• UK shift

Work Location: In person

Expected Start Date: 01/03/2025