Reporting Specialist

About the role

We are seeking a Reporting Specialist to turn call‑center and customer‑experience data into actionable insights. You will partner with cross‑functional teams to collect, validate, and visualise performance metrics that drive service quality and operational efficiency.

Key responsibilities

• Collect, validate, and analyse data from surveys, feedback tools, operational reports and performance systems.
• Develop and maintain reporting templates, dashboards and regular performance reports.
• Monitor call‑center performance against COPC, ISO and other quality standards.
• Identify trends, gaps and improvement opportunities through data analysis.
• Analyse employee and team performance using relevant KPIs and measurement models.
• Ensure data accuracy, consistency and timely delivery of daily, weekly and monthly reports.
• Collaborate with cross‑functional teams to support improvement initiatives.
• Assist quality and training teams by highlighting performance gaps and training needs.
• Continuously improve reporting processes, templates and dashboards.

Required profile

• Bachelor's degree or Diploma in Business Administration, Data Analytics, Statistics, IT or a related field.
• Minimum 2 years of experience in reporting, data analysis, customer experience, quality or call‑center operations.
• COPC or ISO certification is preferred.
• Strong analytical, problem‑solving and attention‑to‑detail abilities.
• Excellent communication, presentation and persuasion skills.

Required skills

• ISO standards
• Data analysis
• Reporting
• COPC methodology
• Dashboard creation
• Power BI
• Microsoft Excel