Role: Business Analyst

Work Location: Gift City, Gandhinagar

Working Mode: 5 Days Work from office

Experience Required: 5 + Year

Shift Timings: 12 pm to 1 pm IST (May vary depending upon the work requirement)

Key Skills: Candidate should have experience working in BPO / Call center domain and should have worked with Looker Studio and Google Sheets etc.) with the ability to create charts, graphs, pivot tables, and complex formulas

Job Description:

The Business Analyst currently serves under the direction of the Business Analytics and Tools Enablement (BATE) Team Lead supporting the Operations. They are the data specialists who contribute to organizational improvement by gathering and maintaining data, and preparing reports and Analysis that the operation can use to introduce process improvements. They have excellent analytical and technical skills, in addition to a keen ability to determine specifications and standards for business reporting and maintaining data integrity. Business Analyst key responsibilities involve data extraction & maintenance, analysis, and transformation. The Business Analyst must be a compelling Data Storyteller. Data storytelling is a structured approach to communicating data insights, and it involves a combination of three key elements: data, visuals, and narrative.

Main Responsibilities:

Requirements analysis

·     Input on assessment and planning activities

·     Data model design

·     Solution building

·     Risk assessment/mitigation (manual/automated)

·     Functional unit testing

·    User Acceptance Testing (i.e. testing the overall functionality of dashboard(s) or reporting and ensuring data accuracy)

·  Extracting and gathering data from sources and processing them into consumable outputs based on requirements

·    Documentation of process and creation of user guides

·  Provides support and assists in troubleshooting and resolving issues reported or flagged by end-users

·  Escalates any data or tool-related issues to the proper channel as needed

·   Continuous alignment to program/account reporting scope

·   Attends training required to ensure his/her continuous learning & development

Qualifications: 

·   Excellent verbal, written, and presentation communication Skills

·  Intellectually curious – fast and self-driven learner in areas including new business models, analytical techniques, technical skills, etc.

·     Demonstrated analytical and problem-solving experience

· Demonstrated strong organizational, time management, prioritization, and coordination skills

·   Ability to self-initiate follow-up, work independently, and adhere to deadlines

· Ability to build strong stakeholder relationships and foster ownership, innovation, and collaboration within a team

·  Average to advanced proficiency in data analysis and data modeling

·     Advanced analytical thinking

· Ability to multitask, meet deadlines, and adhere to project timelines.

·    Process mapping or process documentation experience 

·   Conduct in-depth data analysis to identify errors and areas for improvement, contributing to the ongoing improvement of the reporting processes.

·  Ability to speak with Senior level stakeholders (Directors, VPs, etc.)

·   Ability to understand client requests and translate them into BI solutions

·    Flexibility to work on ad hoc tasks required by stakeholders

Knowledge:

·    English B2 - Required

·    Excel advanced - Required

·   Proficiency with MS Office or Google Workspace applications (MS Excel, Google Sheets, Google Data Studio, etc.) with the ability to create charts, graphs, pivot tables, and complex formulas - Required

·  Ability to learn to navigate new tools and dashboards - Required

· Zendesk, IEX, Verint, Impact 360, or Injixo knowledge - Desirable

·     BPO Center Software (CMS, CISCO, etc.)

·    Tableau, Power Bi - Desirable

·         Statistics, mathematical logic – Required

Studies & Experience:

·  Bachelor’s degree in any course (bachelor's or advanced degree in quantitative domain e.g. Analytics, Statistics, Maths, or relevant experience in data analytics or BI is an advantage.) - Desirable 

·  Preferably sophomore level in Systems Engineering, business administration, economics, or related careers - Desirable

·   Quality experience - Desirable

·   Industry (Customer Service Support & BPO) experience

· Experience with databases (SQL, Google Script, Phyton) - Desirable