job description
Join Alorica, a global leader in customer experience solutions, as our Reporting Analyst - Quality Control (QC) in the vibrant heart of Bali, Indonesia! This is your chance to work in a dynamic, data-driven environment where your analytical skills will directly impact business decisions and operational excellence.
As a Reporting Analyst - QC, you will play a pivotal role in transforming raw data into actionable insights. Youâll collaborate with cross-functional teams to develop specialized reports, monitor key performance metrics, and drive continuous improvement in quality control processes. Whether you're analyzing customer interactions, identifying trends, or presenting findings to stakeholders, your work will shape the future of our operations.
Bali isnât just a tropical paradiseâitâs also a thriving hub for digital nomads and professionals. With its affordable cost of living, rich culture, and growing tech community, Bali offers the perfect blend of work and lifestyle. At Alorica, we value innovation, collaboration, and work-life balance, ensuring you have the support and flexibility to thrive both personally and professionally.
If youâre a detail-oriented problem solver with a passion for data and a desire to make an impact, weâd love to hear from you. Apply now and take the next step in your career with Alorica!
Responsibility
- Develop, maintain, and distribute analytical reports and dashboards to support daily business decisions and quality control initiatives.
- Analyze large datasets to identify trends, patterns, and anomalies in customer interactions and operational performance.
- Collaborate with cross-functional teams (e.g., Operations, Customer Service, IT) to gather requirements and deliver data-driven solutions.
- Monitor and evaluate key performance indicators (KPIs) to assess the effectiveness of quality control processes and recommend improvements.
- Automate reporting processes using tools like Excel, SQL, or BI platforms (e.g., Power BI, Tableau) to enhance efficiency and accuracy.
- Present findings and insights to stakeholders in a clear, concise, and visually compelling manner.
- Support ad-hoc data requests and investigations to troubleshoot issues or answer business-critical questions.
- Ensure data integrity and consistency across all reports and systems.
Qualifications
- Bachelorâs degree in Statistics, Mathematics, Computer Science, Business Analytics, or a related field.
- Minimum of 2-3 years of experience in reporting, data analysis, or quality control roles.
- Proficiency in Excel (advanced functions, pivot tables, macros) and SQL (querying databases).
- Experience with BI tools (Power BI, Tableau, or similar) is a strong plus.
- Strong analytical and problem-solving skills with a keen attention to detail.
- Ability to translate complex data into actionable insights for non-technical stakeholders.
- Excellent communication skills, both written and verbal, in English.
- Familiarity with customer service metrics (e.g., CSAT, NPS, AHT) is advantageous.