Data Analyst (IVR)

TL;DR

Data Analyst (IVR): Analyzing IVR performance and caller behavior data to identify trends and provide actionable insights with an accent on customer experience optimization. Focus on designing Tableau reports, extracting data via SQL, and improving caller journeys.

Location: Remote (Ukraine/Europe)

Company

hirify.global is a global IT services and consulting company supporting digital transformation for large enterprises through enterprise and start-up innovation.

What you will do

• Analyze IVR and caller behavior data to uncover trends, patterns, and improvement opportunities.
• Develop and maintain reports and dashboards tracking IVR performance and customer experience metrics.
• Use SQL and Excel to extract, clean, and analyze data from IVR and call center systems.
• Design and build custom Tableau reports for business and technical stakeholders.
• Collaborate with Product Owners, Engineers, and business teams to define analytics requirements.
• Present data-driven findings to both technical and non-technical audiences.

Requirements

• 3+ years of experience in data analysis.
• Strong proficiency in SQL and experience with Excel for reporting.
• Experience designing and developing reports in Tableau.
• Strong experience analyzing data from IVR or contact center environments.
• Familiarity with IVR platforms, call flow concepts, and UX/customer experience principles.

Nice to have

• Exposure to data science techniques applied to customer behavior analysis.

Culture & Benefits

• ForeverRemote work culture providing maximum flexibility.
• Comprehensive compensation package including health insurance and language courses.
• Professional development via certification programs, mentorship, and internal mobility.
• Inclusive multicultural environment with regular team-building events.
• Access to a relocation program.