Senior Business Analyst

4 weeks ago

Hyderabad, Telangana, India Synchrony Full time

Job Title: Senior Analyst, Quality Analytics

Company Overview:

Synchrony is a leading consumer financial services company delivering a comprehensive suite of digitally enabled products. Our expertise spans various industries, including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet, and more.


We have been recognized for our commitment to diversity, equity, and inclusion, ranking #5 among India's Best Companies to Work for 2023 and #21 under LinkedIn Top Companies in India. We offer 100% work-from-home flexibility and provide best-in-class employee benefits and programs to support work-life balance and overall well-being.

Organizational Overview:

The role is part of the Collections, Recovery, and Customer Solutions Org. The EQA team ensures excellent customer service by monitoring calls and interactions. The team will report into the Analytics part of the Enterprise Quality Assurance Organization, which aims to support quality assurance processes by automating compliance controls and driving best-in-class customer experience and efficiency.

Role Summary/Purpose:

The Senior Analyst, Quality Analytics role will be responsible for conducting business analytics to generate insights that improve productivity, reduce quality defects, and enhance customer experience by leveraging technology and analytical techniques or solutions. This includes projects related to customer analytics and segmentation, interaction and text analytics, quality assurance, automation, performance analysis, benefit estimations, and reporting insights.

Key Responsibilities:


• Utilize analytical solutions to develop use cases that support business opportunities and initiatives


• Work independently with stakeholders to gather project requirements, develop analysis approaches, execute analysis, and present findings. Communicate business results and interpretations to stakeholders and partners to gain their buy-in


• Provide insights by leveraging cross-functional metrics from different functions


• Generate innovative ideas and work on them to achieve significant business impact


• Proactively communicate project status to project owners and team members


• Actively participate in team discussions and knowledge-sharing forums


• Communicate and engage across multiple levels in the business, including senior leaders internally


• Analytical and technical aptitude, along with understanding business goals and correlating job to strategic initiatives


• Proven track record of using sound judgment, decision-making, and problem-solving


• Perform ad-hoc data pulls and analysis as required


• Excellent organization, prioritization, and time management skills


• Perform other duties and/or special projects as assigned

Qualifications/Requirements:


• Bachelor's degree in Statistics, Mathematics, Operations Research, or a related field with 0-2 years of overall experience


• Proven ability to extract unstructured and structured data with strong programming skills in SAS, SQL, R, Python, or other programming languages


• Good knowledge of Microsoft Excel, PowerPoint, and Word

Desired Characteristics:


• Good understanding of bank card, private-label, or financial services business


• Experience with tools like ClickFox or equivalent tools is highly desirable


• Data analysis using Python or R is highly desirable


• Hands-on experience in Big Data environments is highly desirable

Eligibility Criteria:

Bachelor's degree in engineering or 3+ years of relevant work experience in banking, financial services, fintech, fraud investigation, and/or customer complaints

Work Timings: 02:00 PM – 11:00 PM (IST)

For Internal Applicants:


• Understand the criteria or mandatory skills required for the role before applying


• Inform your manager and HRM before applying for any role on Workday


• Ensure that your professional profile is updated, and it is mandatory to upload your updated resume (Word or PDF format)


• Must not be any corrective action plan (First Formal/Final Formal, PIP)


• Employees who have completed 12 months in the organization and 12 months in their current role and level are only eligible

Grade/Level: 08

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