Messaging Trust Data Analyst

hace 3 semanas

San José, San José, Costa Rica Syniverse A tiempo completo

At Syniverse, we're the world's most connected company, leading the way in developing innovative technologies that enable intelligent systems to react to changing environments. Our mission is to free travelers to explore by keeping their devices online wherever they go.

Who We're Looking For

The Data Analyst is an internal facing professional who supports and provides human oversight for our machine learning Messaging Trust anti-spam/anti-fraud platform. The goal is to help train the machine learning/AI models and develop policies to reduce spam and block fraudulent messages.

You will be assisting the Commercial Messaging, Product, and Data Science teams in helping their mobile operator and enterprise partners in protecting their end-user customers. You're passionate about engaging complex problems and driving to answers and resolution. It requires impeccable analytical and investigative skills with a focus on details to create win/win results for customers and their customers/end-users.

Some of What You'll Do

The following are the functions that data analysts perform related to messaging reviews and actions:

  • Perform daily reviews of current messaging clusters (patterns)
  • Review, analyze, and determine if there are anomalies (spam/fraud content showing as ML Ham, messages incorrectly identified as ML Spam, etc.) in current message clustering that may require re-labeling and policy creation
  • Take immediate action on Messages/Clusters determined to be Spam/Fraud, not limited to opening a ticket, includes recommendation/creation of new policies or rules

Additionally, you will:

  • Be the point of contact for partner/customer-facing teams on blocking actions
  • Advise the reasons behind message blocking so that future improvements can be made by the customer
  • Contribute to the success of the customer management team by reporting metrics back to leadership and customers
  • Work closely with product and data science teams to understand their measures of success and identify areas for improvement
  • Monitor success KPIs and report
  • Maintain product expertise by keeping abreast of technologies as they apply to Syniverse products and services

Requirements

  • 2+ years in customer success or customer service
  • Detail-oriented with prior customer compliance experience
  • BS/BA in Business or Marketing
  • Strong interpersonal, communication, and team skills
  • Strong analytical and problem-resolution skills
  • Strong control and follow-up skills
  • Effective business writing skills

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