Software Data Analyst

Apply Now

USAN is a revolutionary contact center solutions provider, promoting 21st century values rooted in work-life balance, flexibility and career growth opportunities.

Role Summary: 

A USAN Data Analyst translates numbers into understandable information. USAN collects IVR data, using it to help customers make better business decisions. The Data Analyst is the link between USAN hosted IVR and ACD telephony client solutions and the performance of solutions in the real world, to better understand the caller journey.

The Data Analyst responsibilities are as follows:

  • Identify, analyze, and interpret trends or patterns in complex data sets
  • Work closely with management to prioritize business and information needs
  • Locate and define new process improvement opportunities

Job Duties:

  • Analyze caller behavior patterns & call volume trends, drill down to specific user cases and use statistical techniques to extrapolate results for executive team
  • Speech recognition application tuning
  • Application performance reviews, both web and IVR, multi-channel customer experience review and trending
  • Reviewing Real-time Application alerting thresholds and working closely with USAN’s operations teams for identification of possible production issues
  • Assessing impacts and monitoring for problems associated with application production installs

Basic Qualifications:

  • 3+ years’ proven experience as Functional or Data Analyst or Master’s or Doctoral degree in Statistics or Mathematics.
  • Technical expertise regarding data models, data mining and segmentation techniques
  • Bachelor’s degree in Mathematics or IT-related fields (BS in Mathematics, Computer Science, Information Management or Statistics)
  • 3+ years’ experience with reporting packages (Tableau, Business Objects, Birst, MS Reporting Services), databases (SQL etc.)
  • 3+ years’ experience using statistical packages for analyzing large datasets (Excel, R, SPSS, SAS, Minitab, etc.)
  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
  • Adept at identifying key metrics, queries, report writing, and clearly presenting findings
  • Must be comfortable working in a cross-functional team environment
  • Must work well in fast-paced, customer and deadline-driven environment with minimal supervision and demonstrate initiative and good judgment and problem solving skills.
  • Must possess the ability to manage multiple projects, adapt to changing priorities and demonstrate effective time-management skills to comply with project deadlines
  • Must have knowledge of modern office software including Microsoft PowerPoint, SharePoint, Project, etc.

Preferred Qualifications:

  • 5+ years of experience as a Data Analyst in a fast-paced IT environment
  • Experience with IVR and/or contact center technology

Job Benefits:

  • Competitive compensation program
  • Outstanding benefits package (including medical, dental, vision and life insurance)
  • 401(k) plan
  • Excellent holiday/vacation plans
  • Employee Referral Bonus Program
  • Annual performance-based bonus
  • Ongoing training opportunities
  • Visible, exciting work supporting the performance and sales of cutting edge technology and workflow solutions that impact millions of users each day.

Apply Now