Job Description

Job Summary:

We are seeking a dynamic and experienced Project Lead for the Data Analysis Unit (DAU) to lead our team in Kolkata. In this pivotal role, you will oversee the daily operations of our DAU, driving efficient data analysis, categorization of grievances, and the delivery of actionable insights to enhance our customer service efforts.

Key Responsibilities:

1. Leadership and Team Management:

- Lead and mentor a team of 40 Quality Analysts responsible for analyzing customer data and categorizing grievances.

- Provide guidance to 3 QA Leads within the DAU.

- Foster a culture of integrity, goal-driven mindset, service excellence, respect, inclusivity, insightful expertise, and innovation among your team members.

2. Data Analysis and Insights:

- Collaborate closely with the Quality Analysts to analyze customer data, categorize grievances, and deliver actionable insights.

- Utilize data-driven insights to inform strategic decision-making and enhance customer service efficiency.

3. Quality Assurance:

- Implement quality assurance processes within the DAU to maintain high standards of data analysis and insights.

- Work with the Quality Leads to ensure adherence to quality standards.

4. Data Team Collaboration:

- Collaborate effectively with the Data Team to streamline data analysis processes and optimize the use of data insights.

- Provide insights to the Data Team to support their analysis and reporting.

5. Cross-Functional Collaboration:

- Collaborate with the Contact Center Unit (CCU) to effectively utilize data insights in addressing customer-related challenges.

- Work closely with other departments to implement solutions and optimize customer service processes.

Qualifications:

- Bachelor\'s degree in Data Science, Business, or a related field (Master\'s degree preferred).

- Proven experience in leadership roles within a data analysis environment.

- Strong background in data analysis and the use of data for strategic decision-making.

- Exceptional leadership, team management, and communication skills.

- Ability to foster a culture of excellence and growth.

- Data-driven mindset with the ability to utilize data insights for decision-making.

- Proactive problem-solving skills and a commitment to continuous improvement.

How to Apply:

If you are a results-driven leader with a passion for data analysis, a knack for team management, and a commitment to fostering a culture based on integrity, goal achievement, service excellence, respect, inclusivity, insightful expertise, and innovation, we encourage you to apply for the position of Project Lead - Data Analysis Unit (DAU). Please submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role.

Citizens Alliance Private Limited (CAPL) is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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