Business Analyst (Automation)

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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.