MIS & Data Analyst

About the role

Ejadah is seeking an analytical and detail‑oriented MIS & Data Analyst to join its Customer Experience team in Dubai. You will be responsible for preparing accurate MIS reports, analysing operational data and supporting reporting automation.

Key responsibilities

• Prepare daily, weekly and monthly MIS reports and performance dashboards.
• Analyse KPIs such as productivity, SLA, FCR, CSAT, AHT and volume trends.
• Conduct Voice of Customer analysis using surveys, complaints and interaction data.
• Identify trends, anomalies and root causes through statistical analysis.
• Support dashboard automation, data integration and UAT activities.
• Maintain data accuracy, consistency, governance and reporting documentation.

Required profile

• Bachelor’s degree.
• 2–4 years of MIS or reporting experience within a Contact Centre, Customer Experience or Shared Services environment.

Required skills

• Advanced proficiency in Microsoft Excel (PivotTables, VLOOKUP, macros).
• Experience with Power BI, Tableau or similar BI tools.
• Ability to work with large datasets and generate business insights.
• Exposure to SQL, Salesforce, Zendesk, Genesys, Avaya, Freshdesk or Maximo.