Business Analyst

Business Analyst



Key Responsibilities

·       Develops the quality management strategy and maintains a quality plan for the call center operations and document processing programs, including quality standards, quality scorecards, monitoring, coaching, performance metric assessment, calibration, and improvement actions.

·       Has oversight of a dedicated team of quality analysts that perform audits and assess performance against scorecards

·       Ensures quality reviews are conducted and analyzes the evaluations to identify trends and opportunities to improve the performance and overall project quality

·       Ensures team standards for quality service are achieved and initiates improvement actions when necessary

·       Collaborates closely with the Training Manager to define training requirements needed to support quality

·       Performs quality assurance to clearly define the desired agent and technician behaviors during the transition, operational readiness, go live, and ongoing operations

·       Facilitates calibration activities and works collaboratively with training and contact center operations personnel to ensure consistency in quality service requirements

·       Monitors and reports program performance against service level agreements and performance standards, initiating improvement actions when opportunities are identified

·       Analyzes performance trends and takes proactive steps to prevent service shortcomings

·       Reports performance information through formal and informal reports that may be contractual deliverables

·       Represents the quality function to clients, serving as a point of contact for quality inquiries

·       Conducts process and product audits to confirm compliance with company policies and contractual requirements

·       Other duties as assigned

Required Qualifications

·       Bachelor’s Degree or the equivalent combination of education, training, or work-related experience

·       Five or more years of related experience in contact center monitoring, quality assurance, and/or customer service

·       Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, processes, best practices, and industry trends

·       Effective management skills

·       Effective oral and written communication skills

Candidates that do not meet the required qualifications will not be considered.

Preferred Qualifications

·       Bi-lingual capabilities are a plus

·       Capable of conducting training sessions, leading meetings, and making presentations

·       Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)

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