Call Center Q&A Data Analyst (m/f/d) Project Management

Within the area of marketing & communications, we fill interesting positions with attractive clients throughout Germany from Junior Product Manager to Head of Marketing (m/f/d). Interested? Apply now at AVANTGARDE Experts!

For our client, an international company from the FMCG sector, we are filling the following position:

CALL CENTER Q&A DATA ANALYST (M/F/D) PROJECT MANAGEMENT

• Support for the rollout of the new Customer Interaction Tool
• Analysis of voice, email, and chat data from call center interactions (voice-to-text, text analysis)
• Focus of the analysis on compliance, customer experience, and productivity
• Assumption of project management tasks (e.g. coordination, reporting, communication)
• Derivation of actionable recommendations based on qualitative and quantitative data
• Close collaboration with the business owner and project team for continuous optimization of analysis processes
• Quality assurance and generation of meaningful KPIs
• Development and maintenance of dashboards and reports to measure agent performance and customer satisfaction

• Several years of experience as a QA Analyst or Data Analyst
• Background in call center and customer experience environments with strong understanding of call center KPIs, processes, and conversation structures
• Knowledge of project management and experience in leading projects
• Experience with voice-to-text processing, sentiment analysis, and text mining
• Proficient in using the analytics tool Qualtrics
• Structured and analytical mindset with a high level of initiative
• Strong communication skills and a collaborative working style

• 100% remote work
• Fixed-term contract until April 30, 2026
• Opportunity to work in a dynamic, cross-functional project team
• Involvement in innovative analytics and customer experience initiatives

Then we look forward to receiving your convincing application including salary requirements and earliest starting date via our online portal.