Contact Center Insights and Reporting Analyst

Basic Function:

The Contact Center Insights and Reporting Analyst leads data discovery, assessment, analysis, modeling, and mapping efforts that support dashboards, reports, and visualizations used across the Contact Center. This role works closely within the business unit and across departments with partners and subject matter experts to understand current and future analysis goals, then designs solutions that meet those goals while maintaining strong data governance and data quality. This position is responsible for answering questions about the state of the business and generating insights that help guide strategic direction through data. The analyst builds and maintains reporting used at multiple levels of the organization, integrates new data sources, and helps ensure data is clean and accurate. Qlik Sense is the primary BI platform for this work, and experience with Strategy (MicroStrategy) is also highly relevant. The analyst partners with the business to treat data as an asset and to ensure stakeholders have trusted, consistent information to support decisions. This role serves as a consultative partner on how to use data effectively for process improvement, standard methodologies, data interpretation, and improving reporting architecture over time. The analyst also supports enablement by helping others understand and use governed data sources appropriately.

Essential Functions & Responsibilities:

• Design, build, and enhance dashboards and reporting with a focus on usability, standardization, and performance.

• Translate business questions into clear requirements, definitions, and data mappings that support consistent reporting.

• Model and transform data from multiple sources to create reliable datasets for analytics and reporting.

• Validate data accuracy and certify reporting so stakeholders can trust the results.

• Investigate trends, answer questions about business performance, and surface insights that support decisions and process improvement.

• Test changes, troubleshoot issues, and tune dashboard performance to meet response time expectations.

• Document requirements, business rules, definitions, and transformations to support governance and reuse.

• Build strong partnerships with business and technical teams and help enable others to use governed data effectively.

Education:

• Bachelor’s degree in an analytical, quantitative, or technical field. Advanced degree is a plus.

Experience:

• 3 years of experience building dashboards and reports using Qlik Sense or QlikView, or Strategy (MicroStrategy), including report or dashboard development, data connectivity, and technical problem resolution required.

• 3 years of experience using business intelligence tools to investigate large datasets, identify trends, and deliver meaningful insights that support business decisions.

• Experience gathering requirements and communicating effectively with both technical and non-technical audiences.

• ETL concepts and experience integrating data from multiple systems preferred.

• Experience with Teradata, SQL Server, Oracle, or Snowflake preferred.

• Familiarity with visualization and UX best practices for dashboards and storytelling preferred.

• Knowledge of payments call center industry concepts and enterprise data governance practices strongly preferred.

Knowledge, Skills, & Abilities:

• Understanding of UX design principles for authoring powerful visualizations and story boarding

• Qlik Sense Certification a plus

• Excellent problem-solving ability with regards to data discrepancies and script failures

• Excellent leadership, collaboration, and project management skills with a keen attention to detail

• Ability to work effectively in a team environment and independently

• Ability to manage multiple projects, work in a fast-paced environment and meet deadlines consistently

• Superb communication skills to interact effectively with both technical and non-technical users at all levels of the organization

• Excellent analytical, interpersonal, and organization skills

• Ability to facilitate meetings, negotiate, influence, and build consensus

• Self-motivated, solid sense of ownership/accountability, and results oriented with the ability to handle time and schedules effectively

• Working knowledge of SQL and relational data concepts, including dimensional modeling fundamentals.

• Strong problem-solving skills, attention to detail, and ability to manage multiple priorities and deadlines.

• Qlik Sense development, including scripting, set analysis, and performance tuning preferred.

• Strategy (MicroStrategy) experience supporting reporting, semantic layers, or enterprise analytics delivery preferred.

• Familiarity with visualization and UX best practices for dashboards and storytelling preferred.

• Knowledge of payments call center industry concepts and enterprise data governance practices strongly preferred.

• Minimal travel may be required

Additional Essential Functions and Responsibilities:

• Regular and reliable attendance.

• Responsible for reporting risks that are identified to the appropriate team and/or management.

• Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.

• Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.

Service Standards:

• Responsible for ensuring that exceptional service is delivered to both internal and external clients by doing what’s right for credit unions.

• Demonstrate enthusiastic support of corporate mission, vision, core values and long-term business objectives.

• Support a workplace where every employee feels valued, respected, and connected.

• Perform job duties within the company’s policies, procedures, service standards and the state and federal laws.

Physical Demands:

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear

• Specific vision abilities required by this job include close vision

• Ability to occasionally lift/move up to 25 pounds

• Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.