Content Business Analyst

Role Summary-

The Content Business Analyst is a member of the Customer Care and Managed Services team and supports reporting and analytics requirements across the business, in addition to process analysis and improvement initiatives regarding AI solutions, tools, and educational content.

This position works closely with team leadership to review reporting requirements, develop associated deliverables, and provide high-level analysis of results. This position requires strong analytical and communication skills, attention to detail, a positive professional attitude, and the ability to work in a team environment. The Content Business Analyst will work closely with operational teams to determine gaps in content that drive the AI platform. The analyst will address these gaps by coordinating with SMEs and content creators on material generation, process evolution, and gap analysis. In addition, the analyst will work with stakeholders to identify business needs and translate them into AI Content driven solutions that drive efficiency, innovation, and offer a competitive advantage.

Required Skills-

• Excellent communication skills; verbal, written, and
• Ability to identify learning opportunities and self-educate where resources and opportunities are present
• Detail oriented and able to swiftly adjust
• Experience with AI platforms and frameworks
• Customer service/interpersonal skills
• Efficient in Excel or other similar reporting tools
• CRM knowledge and how to navigate. Preferably Sales Force

Roles & Responsibilities-

• Analyze and document business requirements, processes, and workflows.
• Identify opportunities for betterment of content and working with SMEs to correct educational content feeding the AI system.
• Work with data scientists and AI developers to design, develop, and implement AI solutions.
• Monitor and evaluate the performance of AI solutions, recommend improvements, and implement and manage these improvements while tracking efficiency gains.
• Collaborate with cross-functional teams to ensure successful deployment and integration of AI solutions.
• Provide training and support to end-users on AI tools and systems.
• Stay updated with the latest trends and advancements in AI and machine learning technologies.
• Collect and groom internal customer requirements and develop processes and solutions that meet the needs of the operational team
• Provide analysis of deliverables
• Support Customer Care and Managed Services Operations by translating business requirements into technical specifications and manage the project to completion.
• Conduct technology evaluation and generate proposals quantifying benefits of technology offerings in accordance with solution needs.
• Interprets internal or external business requirements/issues and recommends innovative
• Analyze operational processes gaps, interpret, and point out trends or deviations from standards and develop action plans for improvement.
• Contributes to solutions that results in changes and/or enhancements to improve internal efficiencies or the customer experience.
• Produce and maintain process documentation which can include process maps, SOPs, training materials, or reports, for example.
• Utilize appropriate Lean/Six Sigma and other management tools and practices

Education and Experience-

• 2+ years of related experience as a Technology/Process Analyst, Consultant or Developer focused on AI development and Content Creation and Management.
• Bachelor s degree, or a combination of education and related experience Qualification