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Zeal Group

Multi-asset trading technology group

Data Analyst

Data AnalysisConfirmed live in the last 24 hours
Full-timeKuala Lumpur, Federal Territory of Kuala Lumpur, MalaysiaNo salary listedIn-person

About the Job

Requirements

  • A diploma or degree in Data Analytics, Business, IT, or a related field is required.
  • One to three years of experience in data analysis, reporting, or similar roles is required; experience in a Customer Service environment is an advantage.
  • Strong proficiency in Excel or Google Sheets, including formulas and pivot tables, is required.
  • Strong analytical thinking, problem-solving, and communication skills are required.

Responsibilities

  • Track and analyze Customer Service KPIs, including CSAT, response time, handling time, and resolution rate.
  • Develop and maintain dashboards and reports that provide clear performance visibility.
  • Identify performance gaps and recommend actionable improvements.
  • Analyze data across Customer Service, Operations, and Payment teams to identify trends, issues, and opportunities.
  • Provide insights to improve service quality, operational efficiency, and customer satisfaction.
  • Support regular weekly and monthly reporting and business reviews.
  • Monitor the usage and effectiveness of Customer Service tools, including ticketing systems, CRM platforms, and chatbot solutions.
  • Ensure proper system adoption and highlight gaps in usage or workflow inefficiencies.
  • Recommend enhancements to processes and system workflows.
  • Track and evaluate chatbot performance, including resolution rates and fallback scenarios.
  • Identify opportunities to reduce manual workload through automation.
  • Collaborate with Technology teams to improve AI tools using data-driven insights.
  • Work closely with CX, Product, and Technology teams to support business initiatives.
  • Assist with ad hoc data analysis and reporting requests as required.

Desired Qualifications

  • Basic knowledge of SQL is preferred.
  • Experience with data visualization tools such as Power BI or Tableau is a plus.
  • Experience in a Customer Service environment is an advantage.

About the Company

Zeal Group

Multi-asset trading technology group

Zeal Group operates as a group of regulated financial institutions and trading-technology businesses. It provides multi-asset trading platforms, execution, liquidity, market data, and related services for retail and institutional participants. In practice, technology and commercial teams operate alongside risk, compliance, operations, finance, and customer support. The profile is Zeal Group and avoids implying that trading products are suitable for every user. Roles span software engineering, product, dealing, quantitative work, compliance, sales, marketing, and business operations.

Company size
201-500
Company stage
Not listed
Total funding
Not listed
Headquarters
London, United Kingdom
Founded
2017

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