Customer Service Q&A Data Analyst (m/w/d) 100% remote

Whether you're just starting out, a seasoned expert, or already leading teams we're by your side throughout your entire career journey.
We offer exciting job opportunities across Germany, with a strong focus on the mobility, tech, and energy sectors. Our goal? To find the perfect match for you. From junior to director, we've got roles to suit every ambition.
As part of the YER Group, we're expanding our international services giving you access to even more diverse projects and career paths. Secure your dream job with one of our prestigious client companies or join our internal team and take the next step in your career with us!

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

CUSTOMER SERVICE Q&A DATA ANALYST (M/W/D) 100% REMOTE

• 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.