Business Intelligence Analyst
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Essential Duties & Responsibilities
- Design, develop, and maintain MIS reports and real-time dashboards for contact center operations · Track and analyze key KPIs such as CSAT, NPS, FCR, Transactional QA, and Q4 (Bottom Quartile) performance
- Should be able to generate WBR, MBR and QBR decks as per process owner’s requirements
- Identify performance gaps and trends in customer interactions, agent productivity, and service outcomes
- Provide actionable insights to improve customer retention, reduce repeat contacts, and enhance service quality
- Support continuous improvement initiatives by identifying bottom quartile drivers and recommending corrective actions
- Partner with operations, QA, training, and workforce management teams to drive KPI improvements
- Create drill-down dashboards for agent-level, queue-level, and process-level performance monitoring
- Perform root cause analysis (RCA) for poor CSAT/NPS and repeat contacts
- Ensure data accuracy, consistency, and governance across reporting systems
Education & Experience
Candidate must possess at least a Bachelor's/College Degree in any field
At least 1.5 year(s) of working experience in the related field.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!