Business Analyst

To assure Business Standards at all times, the prime objective of a Business Analyst is to analyze performance and business related functions and provide insights findings to improve them. To ensure that the business is performing as per the requirements put forth by the client.

Job Responsibilities:

1. Gathering and Analyzing data in support of business cases, proposed projects and business requirements
2. Must be able to work independently in a time critical environment and as a part of team on special and ongoing projects
3. Provide business intelligence/reporting that assists the team in generating optimal performance
4. Identifying gaps in information, processes and agents training
5. Provide insight into the correlation between evaluation criteria and quality results to recommend changes necessary for continued agents development
6. Manage monitoring database, including reporting on trends, agents, teams, centers as it relates to quality monitoring both voice and non-voice interaction

Qualification / Experience:

• Preferably Graduate in any discipline
• Customer Services/ Quality Assurance Background would be preferred.
• Good Communication Skills
• Good Analytical and Strategical Skills
• Effective Listening skills
• Command over MS Office/ specifically Excel is mandatory
• Good understanding of Power BI and other analytical tools