• Design and maintain reports to track the performance and usage of AI assistants within the contact center;
• Analyze key metrics such as efficiency, effectiveness, and user engagement to assess AI assistant performance.
• Develop and present data-driven insights related to AI assistant performance, customer satisfaction (CSAT), and complaints to stakeholders across the organization;
• Provide detailed reports on CSAT scores and customer complaints, highlighting areas for improvement related to AI assistant interactions;
• Analyze trends in customer complaints and CSAT data, recommending actions to address pain points and improve service quality;
• Utilize Oracle DWH, Hadoop data platform, and Power BI to gather, analyze, and visualize data efficiently;
• Create and maintain interactive dashboards and reports for stakeholders, focusing on the AI assistant’s impact on customer experience.

• Strong experience with Oracle DWH and Hadoop data platform for data extraction, transformation, and analysis;
• Proficiency in Power BI for report creation, data visualization, and dashboard development;
• Expertise in analyzing large datasets to extract actionable insights related to AI assistant performance, customer satisfaction, and operational efficiency;
• Experience with performance metrics such as CSAT, NPS, and customer complaints, and understanding of how these metrics integrate with AI operations;
• Strong presentation skills, capable of delivering complex information in a clear and concise manner to stakeholders.

Tools:

• Data Management: Oracle DWH, Hadoop, SQL;
• Data Visualization: Power BI;
• Reporting: Excel, PowerPoint for presenting insights;
• Project Management: JIRA, Confluence (for collaboration and task tracking).

• Work in an international bank
• Loans for employees at a favorable rate
• No dress-code
• Professional mentors and colleagues
• New modern and cosy office for comfortable work
• Conditions: fixed salary + an attractive and transparent bonus system.