Job Description
Insight Global's client is seeking a Data Analyst to support the Guest Care organization by managing and validating large operational datasets, building out core team metrics, and establishing the reporting foundation that drives day-to-day decision-making. This role starts with hands-on data work such as writing advanced SQL queries, standing up key metrics like CSAT and time-to-first-response, and ensuring data accuracy across systems. This role has the opportunity to grow into a more strategic role over time, using those insights to shape process improvements and business decisions.
Key Responsibilities:
Query, validate, and manage large operational datasets using advanced SQL
Build and maintain core team metrics (e.g., CSAT, time-to-first-response, ticket volume)
Develop dashboards and reporting to track operational and customer service performance
Investigate data discrepancies and ensure reporting accuracy and consistency
Partner with Guest Care leadership to surface trends and support informed decision-making
Over time, incorporate insights and translate data into actionable recommendations that drive process and business improvements
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills and Requirements
Advanced SQL skills with experience querying and validating large operational datasets.
2+ in a data analyst or similar position.
Experience developing dashboards and operational reporting using business intelligence tools.
Strong understanding of operational KPIs. - Knowledge of customer support operations and cutomer service experience metrics such as CSAT and CES.
Experience in QSR, retail, hospitality, e-commerce, or customer support environments.
