About the role:

We are currently recruiting for MIS Analyst for Customer Contact Centre in Doha.

As a MIS Analyst you will play a crucial role in the Contact Centre operations by providing accurate and insightful data analysis, reporting, and support to drive data-driven decision-making and operational efficiency. You will collect, analyze, and present data in a meaningful way to enable effective monitoring, optimization, and performance improvement of the Contact Centre operations. Your responsibility includes data extraction, transformation, loading ETL, database management, report generation, and leveraging BI tools for analysis and visualization.

Specific responsibilities for the role include:

• Collect and analyze Contact Centre data to identify trends, patterns, and areas of improvement. Deliver timely and accurate reports, highlighting key insights and performance trends.
• Develop reports and dashboards to monitor key performance indicators (KPIs) related to service level, customer satisfaction, agent productivity, revenue, and operational efficiency.
• Create standardized reports and visualizations that provide clear and concise summaries of Contact Centre performance metrics.
• Design and maintain interactive dashboards using data visualization tools (e.g., Power BI, Tableau) to facilitate self-service analytics for Contact Centre staff and Managers.
• Develop and deliver visually compelling PowerPoint presentations to effectively communicate data insights, analysis findings, and recommendations to management, Contact Centre managers, and executive-level stakeholders. Use storytelling techniques to present complex data clearly and concisely, ensuring key messages are effectively conveyed.
• Collaborate with stakeholders to understand their presentation requirements and tailor the content and visual elements accordingly.
• Provide support in creating executive-level presentations, strategy reviews, and other high-level presentations, ensuring accuracy, professionalism, and attention to detail.
• Continuously enhance presentation skills and stay updated with best practices in data visualization and presentation techniques to deliver impactful presentations.
• Ensure data accuracy, integrity, and reliability by regularly validating and cleansing.
• Implement data governance practices and adhere to data privacy and security regulations.
• Collaborate with IT teams to resolve data discrepancies or data extraction and transformation issues.
• Identify process gaps and inefficiencies within the MIS function and recommend improvements and automation opportunities.
• Streamline data collection, analysis, and reporting processes to enhance efficiency and reduce manual effort.
• Perform other department duties related to his/her position as directed by the Head of the Department.

Be part of an extraordinary story:

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

Together, everything is possible.

About you:

The successful candidate will have the following qualifications:

• High School Qualification/ Vocation or Diploma or Equivalent with Minimum 5 years of job-related experience.

OR

• Bachelor’s Degree or Equivalent with Minimum 4 years of job- related experience.
• Essential to have, minimum 5 years of experience in business analytics, MIS, or related field.
• Minimum 3 years of Contact Centre experience
• Preferred experience of working on Verint and Avaya analytics.

Job Specific Skills:

• Strong proficiency in BI tools (e.g., Micro-Strategy, Power BI, QlikView, Tableau)
• Advanced Excel functions (e.g., pivot tables, macros, data modeling).
• Expert in Presentation (MS Power point and Visio).
• Strong understanding of database management principles and experience working with SQL or similar database query languages.
• Experience in data visualization techniques and creating visually appealing dashboards and reports.
• Strong analytical and problem-solving skills, with the ability to derive meaningful insights from complex datasets.
• Excellent attention to detail and a high level of accuracy in data analysis and reporting.
• Effective communication skills, both written and verbal, with the ability to present complex information to non-technical stakeholders.
• Ability to work independently, manage multiple tasks and priorities, and meet deadlines in a fast-paced environment.
• Continuous learning mindset and a proactive approach to keeping up with the latest trends and best practices in MIS and analytics.

About Qatar Airways Group :

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before. So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination.

Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

How to apply:

If you have what it takes to be part of our 5-star team, please take the first step and apply now by uploading your CV and completing the online application.

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

https://aa115.taleo.net/careersection/QAExternalCS/jobapply.ftl?langen&job224328