Data Analyst

Company: Tpsww
Location: Costa Mesa
Posted on: June 2, 2025

Job Description:

Data AnalystThis position provides analytical and organizational support for the Call Center Analytics team to carry out projects designed to support management with accurate performance measurement reporting of KPIs, compensation/incentives, and forecasting and budget updates.This position is a hybrid setting, you must reside within driving distance of our offices in Costa Mesa, LA, or Coppell, to attend meetings and team collaboration.What can we offer?

• AAA culture is one that supports volunteerism, diversity, inclusion, and more.
• Training programs to help employees acquire various skills necessary for their roles and career development.Responsibilities include:
  • Strong data analysis skills to identify trends and actionable insights, with a focus on speech analytics.
  • Design, build, and maintain reports measuring performance of KPIs such as Service Quality, Growth, Turnover, Efficiencies, and Accuracy.
  • Develop internal reports on expenses, incentive programs, initiatives, and performance goals, including ad-hoc reports as needed.
  • Provide ad hoc data analysis using various source systems and tools/languages (SQL, Teradata, Tableau, Excel, Access).
  • Identify and analyze trends with root cause analysis and provide solutions.
  • Assist with designing, building, and maintaining data tables in Teradata for query optimization.
  • Support management through scheduled scorecard reporting and performance measurement.
  • Document processes for implementation in production systems.
  • Manage the Call Center Analytics mailbox, responding to questions professionally and timely.Qualifications:
    • Bachelor's degree in a quantitative or technical field or comparable experience.
    • Experience in speech analytics tools such as Verint, NICE Nexidia, CallMiner, Genesys, or AWS Transcribe.
    • Experience in contact center analytics, customer experience, or operations, especially in insurance.
    • Ability to query databases and analyze structured/unstructured data.
    • Experience with Tableau, Power BI, or similar data visualization tools.
    • Strong SQL skills and data mining knowledge.
    • Advanced Excel skills, including VBA, macros, and complex calculations.
    • Ability to learn new processes, databases, and applications rapidly.
    • Knowledge of call center performance metrics like Average Handle Time and Average Hold Time.
    • Experience with incentive-based compensation modeling.The starting pay range for this position is $72,700 - $96,800. Additionally, full-time employees are eligible for our incentive program based on performance.Remarkable benefits include:
      • Health coverage (medical, dental, vision)
      • 401(k) plan with company match and Pension
      • Tuition assistance
      • PTO for community volunteer programs
      • Wellness program
      • Employee discountsAuto Club Enterprises is the largest federation of AAA clubs in the nation, with 14,000 employees across 21 states, serving 17 million members. We value diversity and support a team capable of delivering legendary service."Through dedicated employees, we proudly deliver legendary service and beneficial products that provide members peace of mind and value."AAA is an Equal Opportunity Employer and considers all qualified applicants, including those with criminal histories, in accordance with applicable laws.
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Keywords: Tpsww, Florence-Graham , Data Analyst, Professions , Costa Mesa, California