Interaction Analyst (Quality Team)
At Cygnific Manila · Makati, National Capital Region, Philippines
- Full-time
Where you’ll work
Hybrid, based in Makati
“Makati, National Capital Region, Philippines”
From the location.
The job board lists it as hybrid.
Hybrid means some days in the office. The listing says how many, and where.
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- Posted
- 12 August 2026
- First seen by us
- 10 October 2026
- Last checked
- 10 hours ago
Job description
From Cygnific Manila’s job post, as they wrote it.
PURPOSE OF THE FUNCTION
The primary purpose is to harness the full potential of our interaction analytics technology to uncover insights and drive improvements within our contact centre operations. This entails leading the effort to research, analyse, and present actionable opportunities that will enhance efficiency, customer satisfaction, and operational excellence. The Analyst will serve as a crucial bridge between technology capabilities and business objectives, ensuring that data-driven decisions support the strategic goals of the organization.
Read the full description
KEY RESULT AREAS
1. Data & Platform Analytics
* Utilize interaction analytics platforms (e.g., Verint) to analyze customer interactions
* Ensure data accuracy, integrity, and proper configuration across channels
* Integrate multiple data sources to enrich insights
2. Insight Generation
* Identify trends, patterns, and customer sentiments
* Develop KPIs related to customer experience and operations
* Provide insights on agent performance and service quality
3. Recommendations & Business Impact
* Translate data into actionable recommendations
* Identify customer pain points and operational inefficiencies
* Collaborate with Operations, WFM, and ICT teams to implement solutions
* Support training, process improvements, and product enhancements
* Create dashboards, reports, and presentations for stakeholders
* Lead discussions, workshops, and feedback sessions
* Provide ad-hoc analysis for business needs
4. Continuous Improvement
* Identify gaps in processes and recommend improvements
* Monitor effectiveness of implemented solutions
* Promote data-driven decision-making across teams
* KNOWLEDGE/EXPERIENCE
* Bachelor's degree in business, Analytics, Computer Science, Information Technology, or related fields, or a proven track record in work experience.
* English and Dutch Proficiency, written and spoken, of CEFR level C1, or higher. Additional relevant languages are a plus.
* Minimum of 3 years of experience in analytics, data science, or a related role, preferably within a contact centre or customer service environment
* Proven expertise in using analytics platforms/technology
* Understanding of interaction analytics technology and methodologies
* Proficiency in data analysis tools and software, including SQL, Python, R, or similar, referred
* Experience in visualizing and reporting data insights in leading reporting platforms
* Familiarity with contact centre operations and metrics and understanding of customer service
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