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Senior Business Improvement Specialist
2 weeks ago
The role of a Business Analyst is to drive business growth by identifying and capitalizing on opportunities for improvement.
- Reviews customer satisfaction and operational metrics to identify trends in performance, producing monthly management reports that provide actionable insights.
- Analyzes qualitative and quantitative data to identify performance improvement opportunities using advanced tools such as Microsoft Pivot tables.
- Determines areas for focus and conducts analyses to understand the drivers of performance gaps, utilizing statistical techniques to inform decision-making.
- Coordinates with statisticians to develop key driver analysis, statistical linkages, and calibration between customer satisfaction and operational metrics, ensuring alignment with organizational goals.
- Coordinates data feeds with Operations to provide data for analysis, facilitating timely and accurate reporting.
- Supports relationship-building with peers in Operations to understand current processes and identify possible gaps contributing to lower metric results, fostering collaboration and communication.
- Facilitates root cause analysis to determine underlying drivers behind performance gaps, employing methods such as on-site observation, interviews, and process documentation to gather data.
- Facilitates action planning sessions with Call Center Operations or stakeholders, developing recommendations for operational changes to improve results, and monitors progress against action plans.
- Develops updates to reflect current status of activities, monitoring progress against action plans, and contributes to decisions to ensure goals are met, maintaining transparency and accountability.
For this role, we seek a skilled Business Analyst with:
- Bachelor's degree in a related field from a four-year college or university, preferably with two to four years of related experience.
- Four+ years of analytical thinking and analytic aptitude, applying quantitative data analysis techniques to improve work processes.
- Strong attention to detail, sense of professionalism, and ability to develop relationships.
- Strong communication skills, both written and verbal, and strong customer service orientation.
- Ability to work in an environment where activities and deliverables depend on a diverse group of technical and business functional experts.
