Digital Channels Analyst (Monitoring & Support) at Credit Direct Limited

We are seeking a Digital Channels Analyst to monitor and support our digital channels, ensure smooth customer journeys, and provide timely issue resolution. The role will monitor the prequalification process, act as an intermediary between IT and business teams, and support payroll data collection from Collections Officers for decisioning and reporting. The Analyst will also ensure the Affiliate Program runs smoothly, resolving partner issues and tracking performance. Mid-level proficiency in SQL, Excel, and Power BI is required. Tele-sales experience is a strong advantage.

Key Responsibilities:

• 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).

Requirements (Must Have)

• 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.

Added Advantage (Nice to Have)

• Strong Tele-sales background and understanding of conversion drivers and lead management.
• Experience in fintech/lending journeys, affiliates/referral programs, and funnel analytics.
• Familiarity with ticketing tools (e.g., Jira/ServiceNow) and CRM platforms.

Key Performance Indicators (KPIs)

• Channel uptime and reduced incident frequency
• Faster issue resolution time (MTTR) and SLA compliance
• Improved prequalification success rate and reduced failure reasons
• Accuracy/timeliness of payroll data availability
• Affiliate issue resolution turnaround and tracking accuracy
• Consistent, actionable reporting and dashboard adoption