Note: The job is a remote job and is open to candidates in USA. Tabby is a fintech company that creates financial freedom in the way people shop, earn, and save. As a Senior Data Analyst in the CX Analytics department, you will improve customer support through data-driven insights, collaborating with various teams to measure performance and optimize processes.
Responsibilities
- Analyze large-scale datasets related to agent performance, support interactions and QA
- Write optimized SQL queries using tools like BigQuery and ClickHouse
- Build dashboards in Tableau, Metabase
- Detect behavioral and performance trends among agents and support teams
- Partner with QA to identify root causes in agent behavior and customer issues
- Use LLM tools with practical prompt engineering for daily analytical tasks, summarization, and insights generation
- Ability to assess and profile LLM outputs for quality, relevance, and analytical correctness in business contexts
- Familiarity with LLM APIs and integrating model outputs into analytical or internal tooling workflows
- Work with Airflow and Python to automate data tasks and support workflows
- Optimize analytics pipelines and data marts to improve performance, resource efficiency, and reliability
- Identify and refactor inefficient DAGs, queries, and transformations to ensure scalable and cost-effective data processing
- Suggest and co-build improvements in agent tooling, ticket routing, and SLA tracking
- Translate business inefficiencies into trackable metrics and measurable outcomes
- Act as an analytical partner to Operations, Support Management, QA, and Training
- Work with Data Engineering to ensure clean, accurate, and well-modeled data pipelines
- Communicate findings clearly through presentations, visualizations, and concise documentation
Skills
- 3+ years of experience as a data analyst in a fast-paced, data-heavy environment
- Advanced SQL skills (preferably in BigQuery and/or ClickHouse)
- Proficiency in Python for data analysis, automation, and integration tasks
- Experience with data visualization tools (e.g. Tableau, Metabase, Looker)
- Understanding of Airflow, DAG orchestration, and modern data pipelines
- Experience with LLM agents, prompt engineering, and API usage
- Ability to translate business questions into structured, testable hypotheses
- Strong presentation and storytelling skills; able to communicate with technical and non-technical stakeholders alike
- Upper-Intermediate or higher English proficiency (spoken and written)
Benefits
- We are an international Team of inspired professionals located all over the globe.
- We have an inclusive company culture, embracing diversity, integrity and transparency.
- We strive for work-life balance and cherish the moments you spend with your loved ones, off-work.
- Our people are granted 100% trust and freedom to apply their own vision and come up with their ideas from day 1 at Tabby.
- Our employee stock options programme is available for everyone.
- You will have an opportunity to learn and grow in one of the fastest growing fin tech companies in the region
- We offer you relocation support as well as we guide you through all the process.
- We’ll set you up with the devices required for your work.
Company Overview