Your mission:

• Establish and maintain a single source of truth for Customer Care data across all platforms and geographies.
• Define, document, and enforce data standards, taxonomies, and definitions so every team speaks the same data language.
• Partner with Data Analysts, Analytics Engineers, and Data Engineers to ensure data governance rules are embedded into tools and processes, not bolted on afterwards.

What you will do:

• Build a global data hierarchy: create a top‑down view of how granular data points roll up into strategic categories (e.g. grouping activity codes from tools like Calabrio or Zendesk into Productive Time, Shrinkage, and Lost Time) ensuring consistency across all sites and BPOs.
• Design and implement a tagging and classification process for agents, enabling reliable metadata capture across manual and automated workflows.
• Define and enforce consistent definitions across all data sources – e...