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, BigQuery, 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

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