Data Analyst

About Trinity Outsourcing Solutions

Trinity Outsourcing Solutions is dedicated to connecting talented professionals with dynamic career opportunities across the world. As a trusted HR partner, Trinity offers a pathway for skilled individuals to work in roles that align with their expertise and support their career advancement. Known for fostering a supportive and growth-focused environment, Trinity provides hands-on experience and tailored opportunities for development. By prioritizing meaningful placements, Trinity enables professionals to unlock their potential and make a lasting impact within innovative companies.

The Role

• Ortigas, Pasig (Onsite)
• Graveyard Shifting, Canada Hours
  
  

We are seeking a highly analytical and detail-oriented Data Analyst to support our business operations through data-driven insights and performance reporting. This role is critical in identifying trends, creating dashboards, and providing actionable recommendations to improve team efficiency, customer satisfaction, and overall business results.

The ideal candidate has a solid BPO background, strong reporting experience, and can confidently turn complex datasets into clear and meaningful reports for internal and client use.

Responsibilities

• Performance Monitoring & Reporting
• Collect, analyze, and report on operational and performance data (e.g., SLA adherence, productivity, quality scores, CSAT).
• Create and maintain dashboards, visualizations, and daily/weekly/monthly reports.
• Ensure reports are accurate, timely, and aligned with stakeholder expectations.
• Data Analysis & Insights
• Use data to identify trends, inefficiencies, and opportunities for process improvement.
• Conduct root cause analysis of issues affecting service performance or quality.
• Provide actionable insights to operations and management to support decision-making.
• Operational Support
• Collaborate with team leads, QAs, and trainers to translate data findings into performance initiatives.
• Monitor and audit process adherence and workflow efficiency using relevant metrics.
• Support ad hoc data requests and reporting needs from internal teams or clients.
• Process Optimization
• Recommend enhancements to internal processes and data tracking systems.
• Assist in the development and implementation of automated reporting solutions when applicable.
• Propose initiatives to reduce operational errors and improve accuracy across departments.
• Compliance & Data Integrity
• Ensure the accuracy and integrity of data used for reporting.
• Monitor compliance with reporting standards, privacy regulations, and internal policies.
• Participate in audit activities, calibration sessions, or client reviews when required.
  

Qualifications

• At least 2–3 years of experience in a data analyst or reporting analyst role, preferably in the BPO industry.
• Proficiency in Microsoft Excel (pivot tables, vlookup, formulas); knowledge of Power BI, Tableau, or Google Data Studio is a plus.
• Familiarity with CRM or ticketing systems and contact center metrics.
• Strong analytical thinking, with the ability to interpret and visualize large data sets.
• Experience handling data for US or Canadian accounts is an advantage.
• Excellent communication and presentation skills.
• Willing to work on-site and on a shifting schedule aligned with Canadian time zones.