Business Analyst

Role Overview

At Waybeo, we blend telecom expertise with IT innovation, integrating seamlessly with CRM systems, campaign tools, and enterprise platforms to deliver robust, scalable, and customizable intelligence that drives measurable business impact. As a Business Analyst, you will be responsible for monitoring the health and performance of Waybeo's client accounts through data analysis, reporting, and continuous evaluation. The role involves working extensively with datasets, call recordings, and dashboards to generate actionable insights that enhance decision-making and improve client outcomes.

You will analyze call quality and performance metrics, identify trends and areas for improvement, and create detailed reports using tools such as MS Excel and Power BI. Additionally, you will play a key role in supporting client relationship management by providing insights, ensuring service quality, and contributing to overall customer satisfaction.

Key Responsibilities

• Monitor the overall health and performance of Waybeo's client accounts
• Analyze call data and inspect call recordings to evaluate call quality
• Identify trends, gaps, and improvement areas in customer interactions
• Support in monitoring and improving client relationships and engagement
• Create and maintain dashboards and reports using Power BI
• Prepare periodic reports for internal stakeholders
• Use MS Excel for data analysis, validation, and reporting
• Highlight anomalies and provide actionable insights
• Ensure accuracy and consistency across all reports

Required Skills & Qualifications

• Bachelor's degree in a related field
• 1–2 years of experience in business data analysis, reporting, or similar roles
• Basic hands-on experience with Power BI
• Proficiency in MS Excel (pivot tables, formulas, data handling)
• Strong analytical and observation skills (especially for call quality review)
• Good communication and interpersonal skills
• Exposure to SaaS or client-facing environments