Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.
We partner with major global platforms such as Booking.com, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes Precision, our specialist in travel fintech; Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group’s flight content and fulfillment services; Wenrix, the AI Infrastructure for profitable growth in air; and Flygresor.se, Sweden’s leading flight comparison site. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.
Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.
Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.
The Role
The Customer Services department within ETG is dedicated to continuously elevating the customer experience through automation, process optimization, and quality governance.
We are seeking an inquisitive, detail-oriented Data Analyst to join our team in Mumbai. In this role, you will play a pivotal part in delivering actionable insights and robust reporting solutions to global stakeholders across the Customer Services organization, empowering data-driven decision-making.
Key Responsibilities
Performance Reporting: Monitor, analyse, and report on core Customer Service KPIs and operational performance metrics across daily, weekly, and monthly intervals.
Dashboard Development: Design, build, and maintain interactive productivity dashboards and visual analytics for cross-functional teams using BI tools (Qlik Sense).
Data Management & Extraction: Write efficient SQL queries to extract, transform, and model complex, multidimensional datasets from relational databases to fulfil ad-hoc and routine business requests.
Stakeholder Engagement: Collaborate directly with global business leads to understand data requirements, manage inbound reporting queues, and effectively communicate insights to technical and non-technical audiences.
Continuous Improvement: Identify operational trends, inefficiencies, and data quality gaps to assist leadership in driving automation and workflow enhancements.
Requirements
Experience: 3–5 years of hands-on experience in a Data Analysis, Business Intelligence, or Operational Reporting role (BPO / Contact Centre experience is highly advantageous).
SQL Proficiency: Strong experience writing complex SQL queries for data extraction, aggregation, and analysis.
BI Tools: Hands-on experience developing reports and dashboards in Qlik Sense / QlikView, Power BI, Tableau or Looker Studio (preferred).
Advanced Spreadsheet Skills: Proficient in Excel and Google Sheets, including advanced formulas (INDEX/MATCH, XLOOKUP, nested logic), pivot tables, and data modelling.
Data Handling: Proven ability to clean, manipulate, and draw insights from large, complex, and unaggregated datasets.
Key Competencies & Behavioural Traits
Self-Driven & Proactive: Strong sense of ownership with a desire to impact organizational success.
Agility: Comfortable working in a fast-paced, evolving environment with shifting business priorities.
Good Communication: Able to articulate technical data findings clearly to global stakeholders at varying leadership levels.
Diversity disclaimer
At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.