We're announcing an opening for MI Analyst for Contact Web in Tbilisi.

About Company
Contact Web is a fast-growing UK-based customer experience and business solutions company.. They partner with businesses to deliver innovative outsourcing, technology, and AI-driven solutions that enhance customer engagement and operational performance.

About Role - Duties

• Build and maintain operational MI reports and dashboards
• Analyze performance trends across voice, omni-channel and AI platforms
• Produce client-facing reporting packs and presentations
• Support weekly and monthly business review reporting
• Analyze dialer and omni-channel performance data within ConnexAI
• Support quality and operational insight reporting through QAI
• Assist with training and knowledge reporting via KAI
• Identify trends, risks and opportunities across operational performance
• Support operational teams with ad-hoc reporting requests
• Help create meaningful data “stories” and insight for clients
• Support the creation of operational service packs and governance reporting
• Work closely with operations, QA and leadership teams
• Ensure reporting accuracy and consistency
• Support process improvement initiatives
• Help automate and streamline reporting where possible
• Maintain organized reporting structures and templates

Additional Information

• Location: Tbilisi
• Business Week Schedule: 5 business days, 10:00-18:00

Required Criteria

• Bachelor's Degree (preferably in Business Administration; Information Technology; Computer Sciences);
• 2 years of working experience as a MI Analyst; Data Analyst; Business Analyst
• Fluent in English (B2/C1/C2)
• Desirable: knowledge of Power BI, SQL, ConnexAI; QyalityAI, KnowledgeAI

Interested in this opportunity? Submit your CV/resume to recruitment2@hh.ge and become part of our growing team. We look forward to hearing from you!