Data Analyst
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Summary
A Data Analyst in Pristina turns unstructured airline customer-support data (call transcripts, tickets, chat logs) into dashboards, recurring reports, and ETL pipelines. Day to day: SQL and text analytics/NLP to extract trends and KPIs, BI tools like Power BI/Tableau, and presenting findings to client stakeholders.
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