Data Analyst

About the Role

We are looking for a Data Analyst to turn large volumes of unstructured operational data — call transcripts, support tickets, chat logs, and customer interactions — into clear, actionable reporting for an airline client. You will build the pipelines, dashboards, and recurring reports that help the client's operations, support, and customer experience teams make faster, evidence-based decisions.

What You'll Do

Collect, clean, and structure large datasets from calls, support tickets, and chat/transcript sources Design and maintain recurring reports and dashboards (volumes, resolution times, sentiment/topic trends, SLA compliance, escalation patterns) Apply text analytics / NLP techniques to extract themes, complaints, and recurring issues from call and ticket transcripts Identify patterns and anomalies in customer support and operational data, and translate them into recommendations Collaborate with support, operations, and product teams to define KPIs and reporting requirements Build and maintain automated data pipelines (ETL) feeding BI tools Ensure data quality, consistency, and documentation across all reporting outputs Present findings to stakeholders in clear, non-technical language Requirements What We're Looking For 2+ years of experience in data analysis, business intelligence, or a related analytics role Strong SQL skills; experience with Python (pandas, NLP libraries) is a strong plus Experience working with unstructured/text data (transcripts, tickets, chat logs) is a strong plus Proficiency with BI/visualization tools (Power BI, Tableau, Looker, or similar) Understanding of ETL processes and data pipeline design Strong analytical thinking and ability to translate data into business recommendations Excellent communication skills in English; airline/customer-service industry experience is a plus Comfortable working with large datasets and big-data tooling (e.

g., Spark, Big. Query, or similar) is a plus Nice to Have Experience with speech-to-text or call transcript analysis Familiarity with sentiment analysis and topic modeling Prior experience in the airline, travel, or contact-center industry Benefits What We Offer Work on a real, high-impact project for an international airline client Competitive compensation and professional development opportunities