Hiring - Business Analyst ( Quality Team Leader)

Role: Business Analyst (Team Leader)

As a Business Analyst ( Quality Team Leader), you will engage in call research through key-spotting functions and develop logical queries to segment and categorize structured client data using cutting-edge speech analytics platforms. Your role involves extracting insights and observations from analytical results and presenting ROI-driven solutions to our clients.

Key Responsibilities:

• Analyze, assess, and recommend enhancements to the existing sprint process.
• Generate analytics from data produced by the Analytics platform.
• Ensure the timely completion of presentations in alignment with service-level agreements.
• Coordinate closely with your Project Manager for seamless project execution.
• Create reports using Excel, requiring intermediate level skills.
• Communicate effectively through emails and other communication channels, demonstrating:
• Excellent communication and writing skills.
• Comfortable in client interactions.
• Work collaboratively with cross-functional teams to efficiently meet project deliverables.
• Develop business requirements for creating tailored service workflows.
• Collaborate with the analytics manager to derive meaningful insights through data analytics.
• Display a strong willingness to learn and quickly adapt to new skills.
• A Bachelor's degree in any field.
• Over 5 years of professional experience in the call center industry, whether in technical or non-technical roles.
• At least 3 years of experience as a quality evaluator.
• Proficiency in MS Office applications (Word, Excel, and PowerPoint).
• Basic understanding of statistical principles.
• Experience with speech analytics platforms such as Nexidia, Callminer, Verint, etc.
• Involvement in large-scale enterprise projects.
• Six Sigma Green Belt certification.

NOTE: Quality Leads can also apply.