CX Business Analyst

3 days ago

Hyderabad, Telangana, India GHX Full time ₹ 4,00,000 - ₹ 8,00,000 per year

The CX Business Analyst is a member of the Customer Care and Managed Services team and supports reporting and analytics requirements across the business, in addition to process analysis and improvement initiatives. This position works closely with team leadership to review reporting requirements, develop associated deliverables and provide high level analysis of results. This position requires strong analytical and communication skills, attention to detail, positive professional attitude, and ability to work in a team.

Required Skills-

  • Excellent communication skills; verbal, written, and comprehension skills.
  • Ability to identify learning opportunities and self-educate where resources and opportunities are present
  • Attention to detail
  • Customer service/interpersonal skills
  • Knowledge of Salesforce is a benefit
  • Proven experience with Sigma reporting tools and visualizations

Roles & Responsibilities-

  • Sigma dashboard and report development
  • Collect and groom internal customer reporting requirements and develop processes and solutions that meet the needs of the operational team
  • Provide analysis of reporting deliverables
  • Support Customer Care and Managed Services Operations by translating business reporting requirements into technical specifications and lead implementation of new reporting tools and metrics
  • Maintain Sigma reporting by meeting with internal customers and review of updates to processing to identify valuable adds or deletes to best represent support work.
  • Interprets internal or external business requirements/issues and recommends innovative reporting solutions and visualizations.
  • Analyze data reporting gaps, interpret, and point out trends or deviations from standards and develop action plans for improvement alongside stakeholders.
  • Contributes to solutions that results in changes and/or enhancements to improve internal efficiencies or the customer experience.
  • Produce and maintain process documentation which can include process maps, SOPs, training materials, or reports.
  • Utilize appropriate Lean/Six Sigma and other management tools and practices.

Education and Experience-

  • 2 years of related experience as a Technology Analyst, Consultant or Business Analyst focused on reporting
  • Bachelor's degree, or a combination of education and related experience Qualification

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