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.
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.