• Gather data from multiple Customer Care platforms and interfaces to monitor customer care performance against established goals and objectives, identifying areas of success and areas in need of improvement. • Collaborate with IT teams to ensure data integrity, accurate reporting, and efficient data management practices. • Identify trends, patterns, and anomalies in customer data to provide insights into customer behavior, preferences, and pain points. • Maintain PowerBI dashboards, reports, and visualizations that aggregate data from multiple Customer Care platforms (Dialpad, Salesforce, Shopify, and other Customer Care systems) that effectively communicate key metrics, performance indicators, and insights to stakeholders. • Own the AI-driven customer sentiment platform, ensuring accurate categorization of feedback and translating insights into clear recommendations for product, training, and process improvements. • Lead the ongoing management of the Quality Assurance program, performing regular assessments of Customer Care inquiries. Interpret QA findings to uncover improvement opportunities and advise leadership on training needs and process enhancements. • Provide Customer Care leadership and stakeholders with actionable insights and analysis reports based on data to support decision making efforts. • Stay updated on best practices and emerging technologies in customer care and data analytics to continuously enhance the team's capabilities. • Prepares reports for executive leadership that effectively communicate trends, patterns, and predictions using relevant data. Translate data findings into clearly written, actionable recommendations for upper management based on analysis.