Reporting Specialist📣 Job Ad

About the Role

2P Perfect Presentation is seeking a Reporting Specialist to join our team in Riyadh. This full-time role involves analyzing and reporting on customer experience and call center performance data to support improvements in customer satisfaction, service quality, and operational efficiency. The specialist will collaborate with cross-functional teams to gather and analyze data, develop reports and dashboards, and monitor key performance indicators.

Key Responsibilities

• Collect, validate, and analyze customer experience and call center performance data from various sources, including surveys, customer feedback, operational reports, and performance systems.
• Develop and maintain reporting templates, dashboards, and performance reports to track key customer experience and operational metrics.
• Monitor call center performance against established operational and quality standards, including COPC and ISO, where applicable.
• Identify trends, patterns, performance gaps, and improvement opportunities through data analysis.
• Analyze employee and team performance using relevant KPIs, performance measurement models, and effectiveness indicators.
• Ensure data accuracy, consistency, and timely delivery of daily, weekly, and monthly reports.
• Collaborate with cross-functional teams to identify performance gaps and support the implementation of improvement strategies.
• Support quality and training teams by identifying performance gaps and training needs based on reporting and analysis.
• Continuously improve reporting processes, templates, and dashboards to enhance efficiency and reporting accuracy.

Qualifications and Experience

• Bachelor’s degree or Diploma in Business Administration, Data Analytics, Statistics, Information Technology, or a related field.
• 2-5 years of experience in reporting, data analysis, customer experience, quality, or call center operations.
• COPC or ISO certification is preferred.
• Experience with call center quality standards and performance measurement models.

Required Skills

• Strong analytical and problem-solving skills.
• Excellent attention to detail and accuracy.
• Proficiency in Microsoft Office, especially Microsoft Excel and Power BI.
• Strong communication, presentation, negotiation, and persuasion skills.
• Ability to analyze performance reports and translate data into actionable insights and recommendations.

Work Location

This position is based in Riyadh, Saudi Arabia.

Application Process

We invite qualified candidates to apply for this role.