Digital Channels Analyst (Monitoring & Support)

Requirements

• 3–5 years’ experience in digital channel operations, sales operations, analytics, or a similar role.
  
• Mid-level SQL (joins, aggregations, filtering, data validation).
  
• Mid-level Excel (pivots, lookups, reconciliation; Power Query is a plus).
  
• Mid-level Power BI (dashboards, basic DAX, refresh monitoring).
  
• Strong problem-solving, attention to detail, and stakeholder management skills.
  
• Ability to translate business issues into clear technical requirements/tickets.
  

• Monitor digital channels daily to ensure availability, performance, and smooth customer journeys.
  
• Track and report channel KPIs (leads, conversions, drop-offs, errors, turnaround time).
  
• Log, troubleshoot, and escalate incidents; follow through to resolution with IT and relevant teams.
  
• Monitor the end-to-end prequalification process, investigate failures, and coordinate fixes.
  
• Obtain and validate payroll data from Collections Officers; ensure accuracy and completeness.
  
• Build/maintain dashboards and reports using Power BI, SQL, and Excel to support decisions.
  
• Ensure the Affiliate Program is operational (tracking, attribution, partner support, issue resolution).
  
• Maintain documentation (SOPs, issue logs, recurring issues/root cause patterns).