Role Summary
As a Senior Data Analyst at CloudFactory, you will independently deliver structured analytical interpretation across client workstreams and selected enterprise priorities within Enterprise QSE. You will work closely with stakeholders across Quality, Delivery, Workforce, Finance, Technology, and related functions to apply statistical reasoning, hypothesis-driven analysis, and practical analytical techniques to identify performance risk, explain operational instability, and strengthen decision-making. This role is well suited to someone who can operate confidently in ambiguous environments, move beyond reporting into diagnosis and insight generation, work effectively in spreadsheet-heavy operating contexts, and contribute to stronger analytical discipline across the function.
Responsibilities
Advanced Performance Analysis
- Conduct multi-dimensional analysis across accuracy, throughput, SLA adherence, workforce trends, queue performance, and financial or service-risk indicators.
- Distinguish natural performance variation from meaningful deviation using structured analytical methods.
- Identify likely drivers behind quality dips, adjustment spikes, instability patterns, and workstream deterioration.
- Use segmentation to isolate patterns across worker groups, task types, shifts, workflows, or use cases.
- Provide clear analytical summaries and practical recommendations to Quality and Delivery leadership.
Statistical Analysis & Performance Risk Interpretation
- Apply practical statistical methods to test hypotheses, compare performance segments, and assess whether observed patterns are meaningful.
- Use sound reasoning around variance, distributions, trend interpretation, and sampling when analyzing operational data.
- Support structured intervention analysis where process or workflow changes need to be evaluated.
- Translate statistical findings into practical implications for operational stakeholders.
Sampling Design & Measurement Integrity
- Design and refine sampling approaches for system accuracy measurement, performance validation, and targeted investigations.
- Ensure sampling methods are representative, consistent, and aligned to the analytical purpose.
- Validate accuracy calculations, sample assumptions, and interpretation logic used in reporting and governance.
- Strengthen confidence in accuracy measurement practices across workstreams.
Workstream Performance Signals
- Contribute to the definition and refinement of leading and lagging indicators at workstream level.
- Identify early signs of SLA instability, quality deterioration, throughput stress, rework patterns, or mismatch between internal metrics and client-observed outcomes.
- Improve the usefulness of internal performance measures in reflecting actual service experience.
Reporting Logic & Data Reliability
- Build, validate, and improve dashboards, analytical views, and metric logic across workstreams.
- Use strong SQL and practical Python or R skills to extract, join, validate, and analyze raw operational data.
- Build and maintain advanced spreadsheet-based analytical models, formulas, and validation logic where reporting workflows still rely on Google Sheets or Excel.
- Partner with relevant teams to improve data quality, reporting consistency, and calculation clarity.
Cross-Functional Analytical Partnership
- Partner with Quality, Delivery, Workforce, Finance, and Technology stakeholders on complex performance-related analysis.
- Translate analytical findings into clear, actionable recommendations for business and operational leaders.
- Support enterprise initiatives such as RCA improvement, workflow redesign, and incident analysis.
Requirements
Must-Have
- 4–5 years of relevant experience in data analytics, business intelligence, or performance analytics, ideally within operational or service environments.
- Strong SQL skills, including joins, aggregations, and trend analysis.
- Hands-on experience using Python or R for data analysis and manipulation.
- Strong spreadsheet capability (advanced formulas, lookup/array functions, validation controls) in Google Sheets or Excel.
- Solid understanding of variance, distributions, sampling, and practical statistical interpretation.
- Ability to structure ambiguous operational problems into hypotheses and recommendations.
- BA/BSc/HND qualification.
Preferred Qualifications
- Experience designing or improving sampling and accuracy measurement approaches.
- Familiarity with BI tools such as Looker, Tableau, or Power BI.
- Lean Six Sigma Yellow Belt or Green Belt.
- Relevant certifications such as Microsoft Data Analyst Associate (PL-300) or advanced SQL certification.
How to Apply
Interested and qualified candidates should apply online through the CloudFactory application portal at Workable by visiting: https://www.myjobmag.co.ke/apply-now/1205702
