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Data Analyst
Data AnalystNew American Funding • Tustin, CA, US
Data Analyst

Data Analyst

New American Funding • Tustin, CA, US
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Overview

Title :   Data Analyst II, Contact Center

Location : Remote / Hybrid two days a week if you reside within 30 miles of Tustin, CA

Salary : starting at 90K . + Full Time Benefits

  • Actual compensation may vary from posting based on geographic location, work experience, education, and / or skill level.

Position Summary :  New American Funding’s Analytics team is seeking a Data Analyst II to help shape how we understand and improve Contact Center performance. This role is ideal for an analyst who enjoys building high-quality reporting, owning analytics products end-to-end, and using data to influence real business outcomes.

You will focus primarily on communication performance , while also supporting broader operational insights such as handle time, staffing efficiency, and agent productivity. You’ll start by owning core customer service reporting and expand into higher-impact, cross-functional analytics as you build context and trust with stakeholders.

If you take pride in thoughtful dashboards and analytics that change decisions—this role offers visibility, ownership, and room to grow.

Responsibilities

  • Own the design, development, and ongoing maintenance of multiple Power BI dashboards supporting Contact Center
  • Build automated, scalable reporting using SQL and Power BI with a strong emphasis on data accuracy, UI, and usability
  • Analyze communication-focused metrics, including funnel performance, handle time, staffing efficiency, and agent productivity
  • Partner closely with Contact Center leaders to understand business questions and translate them into clear, actionable insights
  • Present findings and recommendations to stakeholders, including executive audiences
  • Begin with core customer service reporting and progressively take on larger, higher-impact analytics initiatives
  • Continuously explore data to identify trends, opportunities, and performance drivers
  • Perform other related duties as assigned

    • Qualifications

  • Advanced proficiency in SQL and Power BI
  • Strong analytical skillset with the ability to independently deliver end-to-end analytics solutions
  • Solid understanding of call center or customer service operations and performance metrics
  • Ability to communicate insights clearly and confidently to both technical and non-technical audiences
  • High attention to detail and a strong commitment to data quality and analytical rigor
  • Collaborative, curious mindset with a desire to deeply understand the business

    • Desired Education / Experience :

  • Experience analyzing conversion or funnel performance
  • Exposure to the mortgage or financial services industry
  • Experience using Python for data analysis or automation
  • Experience with Genesys Cloud Data
  • Bachelor’s degree in Business, Statistics, Computer Science, Mathematics, or a related field.

    • Other Duties : This job may require frequent sitting or standing for long periods of time. This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned to meet the needs of the organization.

    Work Authorization : Must be able to verify identity and employment eligibility to work in the .

    [EOE / M / F / D / V. Drug-free workplace.]

    Physical Demands : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and / or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION : See in the normal visual range with or without correction. HEARING : Hear in the normal audio range with or without correction.

    Pay Transparency Disclosure : If based in New American Funding’s offices, this role has the annual base salary range stated below.

    Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information.

    New American Funding offers competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave , mental health & wellness benefits, and generous PTO. New American Funding also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. New American Funding’s compensation and benefits are subject to change and may be modified in the future.

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    Data Analyst • Tustin, CA, US