Business Analyst

About the role

We’re looking for a Business Analyst to join our Quality and Analytics team. In this role, you’ll help curate data‑driven stories that provide insights and analysis into our Contact Centre operations, with the goal of driving meaningful change in both the agent and customer experience. You’ll work closely with stakeholders to understand business needs, create mock‑ups, and communicate project timelines and updates clearly.

Key responsibilities

• Support the operational needs of the Contact Center and increase insights into customer interactions.
• Curate new data products that package Call Center performance information into easily readable formats.
• Use statistical analyses and mathematical models to derive insights about Call Center operations.
• Maintain solutions for data governance and documentation.
• Partner with other departments to build holistic cross‑functional dashboards for executives.
• Analyze Call Center performance, identify trends, and provide feedback to managers and trainers while improving SLAs and CSAT.
• Meet with managers to identify analytical needs and create tickets and mock‑ups for new reporting functionality.
• Act as liaison between stakeholders and cross‑functional support teams for data issues.

Required profile

• Bachelor’s degree in Business Analytics or a related field.
• At least 1 year of experience with data analytics.
• Proficiency in Power BI, including creating dashboards and data connections.
• Understanding of omni‑channel contact centers.
• Ability to create data‑driven presentations for executives on short notice.
• Excellent written and verbal communication skills with an aptitude for analytical thinking.
• Proactive, self‑motivated, and able to work both independently and collaboratively in a fast‑paced environment.