IVR Data & Analytics Analyst

Job Purpose:

We are looking for a Data & Analytics professional to manage, analyse and present large-scale IVR and voice survey data. The candidate will work with millions of call records and convert raw call data into meaningful reports, dashboards and actionable insights.

Key Responsibilities:

• Analyse millions of IVR call records, survey responses, DTMF responses and call outcomes.
• Prepare daily, weekly and monthly MIS and analytics reports.
• Work with large datasets using Advanced MS Excel, SQL and databases.
• Perform data cleaning, validation, reconciliation, duplicate identification and error analysis.
• Create advanced Excel reports and dashboards using:
• Pivot Tables & Pivot Charts
• XLOOKUP / VLOOKUP
• INDEX-MATCH
• Advanced Excel formulas
• Power Query
• Data validation and transformation
• Excel dashboards
• Write SQL queries to extract, filter, aggregate and analyse large volumes of data.
• Analyse IVR metrics such as:
• Total calls
• Connected / failed calls
• Answer rate
• Call duration
• DTMF responses
• Question-wise responses
• Campaign-wise performance
• Date/time-wise trends
• Location-wise analysis
• Response percentages
• Identify data anomalies, trends and inconsistencies.
• Convert raw data into meaningful business insights.Prepare professional reports, dashboards and PowerPoint presentations.
• Create management presentations using charts, graphs, tables and data visualizations.
• Understand business/project requirements and convert them into data and reporting requirements.
• Coordinate with development, database and operations teams for report and analytics requirements.
• Define KPIs, reports, data fields and analytical requirements for new IVR campaigns.
• Maintain proper documentation of reports, KPIs, datasets and requirements.

Technical Skills

• Advanced MS Excel
• SQL / Database
• Data analysis and MIS reporting
• Advanced PowerPoint / PPT
• Data cleaning and reconciliation
• Large dataset handling
• Dashboard creation
• Requirement gathering and documentation

Good to Have:

• Power Query
• Power BI
• Python for data analysis
• MySQL / MariaDB / PostgreSQL
• API / CSV / Excel data processing
• IVR / Voice / Telecom data experience

Language Requirements

• English Good written and verbal communication
• Hindi – Preferred

Candidate Profile: The ideal candidate should be comfortable working with very large datasets and millions of call records, possess strong analytical skills, and be able to convert complex data into simple and actionable reports.

The candidate should be capable of handling the complete process:

Raw IVR Data Data Cleaning SQL/Excel Analysis Insights Dashboard PPT/Report

Experience

• Preferred: 2–5 years of experience in Data Analytics, MIS, Business Analytics, Reporting or a similar role.
• Experience with IVR, telecom, call-centre, survey or large-scale data analytics will be an added advantage.