Note: The job is a remote job and is open to candidates in USA. GetInsured is a leader in transforming government IT infrastructure with its innovative SaaS and AI technology. They are seeking a detail-oriented Data Analyst to ensure the integrity and delivery of data across their reporting ecosystem, focusing on call center operations and providing accurate, timely reports to various teams.
Responsibilities
- Monitor, validate, and maintain data flows from call center platforms (e.g., Nice CxOne, Five9, Genesys, Avaya) through ETL/ELT pipelines into the data warehouse and BI layer
- Triage and resolve data discrepancies, reporting anomalies, and integration issues across systems — owning the problem through to root cause and fix
- Map how call center data (call volumes, handle time, CSAT, agent metrics) joins with data from CRM, workforce management, ticketing, and financial systems
- Build and maintain documentation for data dictionaries, field mappings, and transformation logic
- Partner with engineering and platform teams to surface pipeline failures, schema changes, or upstream data quality issues before they reach end-users
- Develop and sustain dashboards and reports in BI tools (e.g., Sisense, Tableau, Power BI) that consolidate cross-system metrics into operational views
- Conduct ad hoc analysis to support operations, finance, and workforce planning teams
- Define and monitor data quality checks and alerting for key reporting metrics
- Communicate data nuances and known limitations to business stakeholders clearly and proactively
Skills
- 5+ years of experience Data Analysis or related fields
- Proficient SQL — complex joins, CTEs, window functions, query optimization
- Hands-on experience with BI platforms (Tableau, Power BI, Looker, or similar)
- Familiarity with ETL/ELT tools or data pipelines (dbt, Fivetran, Airflow, or similar)
- Experience working with call center or contact center data
- Strong analytical thinking and attention to data detail
- Ability to communicate technical findings to non-technical stakeholders
- Python or R for data wrangling and automation
- Experience with cloud data warehouses (Snowflake, BigQuery, Redshift)
- Knowledge of call center KPIs: AHT, FCR, ASA, CSAT, NPS
- Familiarity with data governance or cataloguing tools
- Experience with CRM data and WFM systems
- Background in operations analytics or workforce management
Benefits
- We offer a comprehensive benefits package, including but not limited to: Health, Dental, Life, Disability, and Vision insurance
- Healthcare spending or reimbursement accounts (HSA/FSA)
- Retirement benefits (401k)
- Paid time off
- Holidays: 13 paid days per year
- Education assistance or tuition reimbursement-
- Employee discounts for Gym memberships & commuting/travel assistance
Company Overview
Company H1B Sponsorship