Business Analyst

The Business Analyst will collaborate with various departments and stakeholders to gather, document, and analyze business requirements, processes, and workflows. They will translate these requirements into functional specifications and work closely with business stakeholders to ensure successful project delivery. The Business Analyst will also be involved in identifying areas for process improvement and recommending solutions to enhance operational efficiency and effectiveness.

• Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.
• Help design, document and maintain system processes.
• Constantly be on the lookout for ways to improve monitoring, discover issues and deliver better value to the customer
• Identifies the most appropriate course of action for problem resolution and effectively communicates plan to those impacted.
• Create and maintain Management reports including end-of-month, quarterly, and annual reports used by various departments.
• To extract, create, and maintain strategic scorecards from database mining.
• Develop reports targeting efficiency and effectiveness of process / capacity planning.
• Analyse, Review and recommend improvement based on analysis.

Key Requirement: 

• Bachelor's degree in Business Administration, Business Analysis, Information Technology, or a related field.
• 3 to 5 years’ experience as a Business Analyst for Contact Centre or in a related role.
• Strong analytical, problem-solving, and critical-thinking skills.