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solution25

Data Analyst

solution25 Vrellë e Goleshit, Kosovo

Information Technology & Services · 51-200 employees

Sep 14
data-analyst Mid (2-5 yrs) Full-time Kosovo
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About the role

You will collect, clean, and structure large datasets from various operational sources to build automated data pipelines and dashboards. Additionally, you will apply NLP techniques to extract actionable insights and present findings to stakeholders to support evidence-based decision-making.

What they look for

SQL Python Pandas NLP Power BI Tableau Looker ETL Data pipelines Data analysis Business intelligence Sentiment analysis Topic modeling BigQuery Spark Data visualization

Requirements

The role requires at least 2 years of experience in data analysis or business intelligence with strong proficiency in SQL and Python. Experience working with unstructured data and BI visualization tools is essential for success in this position.

Benefits

Competitive compensation Professional development opportunities

Full description

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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