Real Time Analyst

Job Description

• Bachelor's degree in any field.
• Minimum of 2 years experience as a Real-Time Analyst or Process/Product Specialist across multiple support channels (email, phone, chat).
• 3+ years of experience handling customers within a call center environment with a strong focus on customer satisfaction.
• Experience in customer service and technical troubleshooting for financial and payment gateway platforms.
• Excellent written and oral communication skills with the ability to formulate structured communications in complex environments.
• Experience creating reports and dashboards using Excel and other data/reporting tools.
• Adaptable to changes in workflows and processes.
• Willingness to work on shifting schedules, including weekends and holidays if necessary.
• Ability to recommend improvements to the quality framework, processes, policies, and procedures.
• Participate in internal and client calibration sessions to identify knowledge and process improvement opportunities.
• Conduct initial investigations of re-opened/escalated issues, perform root cause analysis, and provide actionable recommendations.
• Share knowledge effectively through side-by-side coaching or group knowledge correction sessions.
• Acts as a backup Subject Matter Expert (SME) when the dedicated SME is unavailable.
• Proficient in using spreadsheets, Excel, and reporting tools.