Analyst, Business Intelligence

The Business Intelligence Analyst will focus on analyzing QA workflows and automating processes to deliver actionable performance insights that improve agent effectiveness. You will provide data-driven recommendations collaborate with leadership to assess performance gaps and develop strategies to enhance overall productivity. The ideal candidate will have strong analytical skills experience in performance analytics and a proven ability to drive continuous improvement through data insights.

Key Responsibilities:

• Assess performance gaps across the agent lifecycle and provide actionable insights for the agent enablement teams constituting QA Training & Knowledge management across all entities.

• Analyze QA workflows to identify inefficiencies and automate processes in line with the QA framework. Continuously refine and improve analytical methodologies to support performance optimization.

• Analyze BigQuery data to identify QA non-adherence and detect anomalies in agent performance.

• Assess performance gaps across the agent lifecycle providing actionable insights for targeted improvements.

• Provide data-driven recommendations to enhance agent performance and effectiveness. Use insights to influence decisions related to QA performance training and operational improvements.

• Performance Tracking and Analytics Innovation: Lead initiatives to track agent performance through innovative analytics. Continuously explore and implement new ways to measure and enhance performance ensuring optimal operational outcomes.

Qualifications :

• Minimum 4 years of experience in business analysis or related fields with a track record of driving business improvements.

• Proficiency with data analysis tools reporting platforms and experience in automating workflows.

• Strong ability to identify performance gaps and provide actionable insights to enhance effectiveness.

• Excellent communication skills with the ability to present data insights and collaborate effectively with internal stakeholders.

Remote Work :

No

Employment Type :

Full-time