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Published 21 days ago

For our client, an international company from the FMCG sector, we are filling the following position:

Customer Service Q&A Data Analyst (m/w/d) 100% remote

Full-time

Professional

Remote

Your Job Description

Support for the rollout of the new Customer Interaction Tool
Analysis of voice, email, and chat data from call center interactions (voice-to-text, text analysis)
Focus of the analysis on compliance, customer experience, and productivity
Assumption of project management tasks (e.g. coordination, reporting, communication)
Derivation of actionable recommendations based on qualitative and quantitative data
Close collaboration with the business owner and project team for continuous optimization of analysis processes
Quality assurance and generation of meaningful KPIs
Development and maintenance of dashboards and reports to measure agent performance and customer satisfaction

Your qualification profile

Several years of experience as a QA Analyst or Data Analyst
Background in call center and customer experience environments with strong understanding of call center KPIs, processes, and conversation structures
Knowledge of project management and experience in leading projects
Experience with voice-to-text processing, sentiment analysis, and text mining
Proficient in using the analytics tool Qualtrics
Structured and analytical mindset with a high level of initiative
Strong communication skills and a collaborative working style

We offer

100% remote work
Fixed-term contract until April 30, 2026
Opportunity to work in a dynamic, cross-functional project team
Involvement in innovative analytics and customer experience initiatives

About YER Germany

Whether you're just starting out, a seasoned expert, or already leading teams we're by your side throughout your entire career journey.
We offer exciting job opportunities across Germany, with a strong focus on the mobility, tech, and energy sectors. Our goal? To find the perfect match for you. From junior to director, we've got roles to suit every ambition.
As part of the YER Group, we're expanding our international services giving you access to even more diverse projects and career paths. Secure your dream job with one of our prestigious client companies or join our internal team and take the next step in your career with us!