Reporting Analyst

About the role

GoHiya's Reporting Analyst will support inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations, with particular attention to decision-ready analysis. This role focuses on reporting analytical review within contact center operations, ensuring owners, evidence, and next actions are clearly visible.

Success Profile

• Use KPI Tracking and Status Reporting confidently when carrying out reporting analytical review within contact center operations.
• Apply Omnichannel Customer Support without losing track of exceptions, owners, or deadlines tied to reporting analytical review.
• Document Trend Analysis decisions clearly enough that another teammate can follow the reasoning behind reporting analytical review.
• Use sound judgment around Root Cause Analysis, especially when reporting analytical review requires escalation instead of assumption.

Responsibilities

• Track the Reporting Analyst workflow by helping the team translate findings into practical next actions.
• Own the Reporting Analyst workflow by helping the team validate source data before analysis.
• Coordinate the Reporting Analyst workflow by helping the team build reports around clearly defined metrics.
• Review the Reporting Analyst workflow by helping the team investigate anomalies instead of masking them.
• Maintain the Reporting Analyst workflow by helping the team document calculations and assumptions.

Position Details

Full-time, associate-level role. 100% remote within the United States.

Pay

Base salary: $50,000–$74,000 per year.