Business Methods Analyst Voice AI Operations

Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first then business delivering on our promise of a superior client experience. This takes hard work and innovation and we need more like-minded people on our team.

About the Role

Were looking for a Business Methods Analyst Voice AI Operations to join our Operations this role you will lead business process analysis operational improvement governance quality assurance reporting and cross-functional coordination supporting the organizations voice AI operating model. You will partner with business operations product technical and customer-facing teams to establish repeatable workflows validate operational readiness and provide data-driven recommendations. This role is responsible for ensuring voice AI solutions are reliable auditable compliant measurable and aligned to business requirements.

What Youll Do

• Lead analysis of business processes operational workflows and customer interaction activities to identify opportunities for efficiency improvement automation quality improvement and process optimization.
• Gather analyze and document business requirements from stakeholders and translate them into actionable process enhancement recommendations and implementation considerations.
• Evaluate and recommend improvements to business methods systems procedures and workflows through the adoption of Agentic AI and other digital solutions.
• Lead cross-functional coordination for assigned voice AI use cases ensuring business requirements process impacts testing needs operational readiness and change-control activities are aligned across teams.
• Own and maintain the internal operating process for voice AI use cases including intake setup coordination prompt and script management QA validation issue tracking reporting knowledge management and release readiness.
• Create and maintain process maps SOPs QA checklists test cases validation documentation operational readiness records and governance materials.
• Lead structured testing and validation of voice AI interactions and document defects process gaps and improvement opportunities while tracking resolution and validating fixes.
• Design monitor and maintain KPIs dashboards and reporting frameworks to measure operational effectiveness voice AI performance and service delivery outcomes.
• Provide recommendations to management that improve productivity service quality compliance cost efficiency and operational performance.
• Lead coordination of contracted staff testers vendor resources or project support resources assigned to documentation testing reporting data quality or process improvement activities as required.

Basic Qualifications

• Bachelors degree or college diploma in Business Administration Commerce Finance Economics Information Systems Operations Management or a related discipline is required; equivalent combination of education training and experience may be considered.
• Typically requires 45 years of experience in business analysis process improvement operations governance quality assurance reporting or a related field.
• Proficiency in Microsoft Office applications reporting tools dashboards process documentation tools and issue-tracking routines.
• Strong verbal and written communication skills with the ability to clearly present findings facilitate stakeholder discussions influence decisions and prepare professional reports and documentation.
• Strong requirements-gathering process mapping SOP development documentation reporting issue-tracking change-control and governance skills.
• Ability to independently analyze and provide advice on business methods operating models managerial processes systems procedures controls and service delivery workflows.

Preferred Qualifications

• Experience leading cross-functional process analysis operational improvement documentation quality validation reporting or change-control activities.
• Familiarity with business process redesign operational systems contact center workflows governance routines and technology-enabled process improvement.
• Working knowledge of or ability to quickly learn enterprise systems such as Xcelerate and Salesforce.
• Exposure to Agentic AI intelligent automation tools or AI-enabled workflow improvement.
• Ability to partner with and influence cross-functional technical and non-technical teams while maintaining accuracy version control prioritization and documentation across multiple workstreams.
• Highly organized analytical self-motivated detail-oriented and comfortable operating in changing environments with a focus on governance repeatability and measurable outcomes.

Location: Currently located in Mississauga. Our Mississauga office will move to 1 Adelaide in Toronto in September 2026.

Compensation

The hiring base salary range for this position is $76300 - $104900 annually. Actual compensation within this range will be dependent upon the individuals knowledge skills experience equity with other team members and alignment with market data. Please note that the disclosed salary range is solely for candidates hired to perform work within this geographic location. Candidates hired to work in other locations will be subject to the pay range associated with that location.

Whats in it for You
A culture of innovation empowerment decision-making and accountability
Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness (for qualified roles)
Additional benefits and amenities including paid time-off programs (vacation sick leave and holidays) (for qualified roles)

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.

Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity equity inclusion and belonging. We are pleased to consider all qualified applicants for employment without regard to race color religion genetic information sex gender identity sexual orientation age marital status family status ancestry national origin citizenship physical or mental disability veteran status military obligations or any other characteristic protected by federal state and local laws. Disability-related accommodations during the application and interview process are available upon you require an accommodation with our hiring process please send an email to or call . Element Fleet Management also uses AI-assisted tools to help screen and assess applications. These tools analyze information you provide (for example your rēsumē and screening responses) to identify job-related skills qualifications and experience. AI outputs do not by themselves determine whether you advance or receive an offer they assist recruiters and hiring managers. Final hiring decisions are made by people.