About the Job
The Business Analyst provides insights for strategic decision-making and achieving corporate goals, while also aiding in process development, operationalization, and reporting within the Quality domain of contact centers.
As a Business Analyst, You Will
1. Requirements Gathering Analysis
- Identify analysis needs, coordinate with teams, and finalize specific requirements.
- Gather, validate, and document both business and functional requirements from stakeholders, customers, or business users.
- Analyze, comprehend, and document current processes through participation in brainstorming sessions, root cause analysis, or other discovery practices with stakeholders.
2. Project Coordination Management
- Monitor progress on work items and maintain regular communication with project team members.
- Ensure adherence to project timelines and deliverables by the project team.
- Provide status updates on project progress, highlight key milestones, and escalate decisions to leadership for guidance.
3. Meeting Communication Management
- Capture detailed minutes of meetings (MOMs) and distribute relevant information to stakeholders.
- Communicate plans, actions, risks, and issues with key stakeholders.
4. Data Analysis Reporting
- Collect, clean, organize, and present insights from data headers or metrics.
- Perform analysis of business processes, identify issues, and recommend solutions or improvements.
- SQL Proficiency: Strong SQL skills for data extraction, manipulation, and analysis; ability to write complex queries. Experience working with BigQuery is highly preferred.
- Proficient in analyzing complex data sets to identify trends, patterns, and insights.
- Proven ability to translate data into compelling business cases, visualizations, and reports.
- Expertise with data visualization tools such as Looker Studio, Tableau, Power BI, or other similar tools.
- Experience with statistical methods, and familiarity with predictive analytics, machine learning, or advanced modeling is a plus.
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
5. Testing Quality Assurance
- Develop and implement test plans to ensure successful project delivery.
As a Business Analyst, You Need
- A Degree or Diploma in Science, Engineering, or an MS or MBA in Data Analytics, Computer Applications, or Statistics.
- 2 - 3 years of experience in data analytics is preferred in relevant industries.
- Experience in managing and building relationships with multiple teams.
- Knowledge of Statistics, Lean Six Sigma, or any other Data Science certification is considered an asset.
- Sound knowledge of Microsoft Excel Google Sheets.
- Google Looker Studio, Power BI Tableau to set up insightful dashboards.
- Knowledge of VBA Macros and Report Automation is expected.
- Strong verbal and written communication skills, including presentation skills.
- Excellent organization and time management skills.
- Ability to effectively interact with employees at all levels in the organization and work with people from diverse backgrounds.
- Ability to multi-task under high-pressure situations.
- Superior attention to detail with an eye for accuracy.
- Team player with creative problem-solving, analytical, and project management skills.
- Ability to adapt to changing environments and timelines.
- Ability to transform raw data into clear, insightful, and actionable business recommendations.
- Strong storytelling skills with data able to craft narratives that align data insights with strategic business goals.
