Business Analyst II

Tailored Management
US - California - San Francisco
September 27, 2024

Business Analyst IILocation: Remote (California based)
Duration: 12 months contract with possibility of extension
Start: Targeting October 2024
Pay Range: $38 to $49/hr on W2
Benefits: Medical, dental, vision, sick time based on state laws

Summary:
The primary function of the Business Analyst III role is to support small businesses globally, helping them maximize growth potential through * Small Business Group. The position focuses on ensuring a superior customer experience by delivering focused insights, process improvement recommendations, and actionable data-driven solutions across multiple programs and markets. The analyst will work cross-functionally, gathering feedback, analyzing operational performance, and identifying improvement opportunities in customer experience, agent performance, and business processes. This role requires strong critical-thinking skills, attention to detail, project management expertise, and the ability to handle dynamic, fast-paced environments.

Job Responsibilities:

Perform root-cause analysis to map operational data (AHT, pitch-rates, action-rates) with Voice of the Customer and Quality Assurance data.
Leverage customer feedback from surveys, focus groups, social media, and more to provide reliable insights.
Develop customer experience trend analysis based on direct interactions and contact center agent performance, ensuring robust reporting.
Collaborate with cross-functional teams, including Sales, Quality Assurance, and Training, to ensure seamless execution of process improvements.
Coordinate with outsourced vendor partners to share insights, identify focus areas, and define action plans.
Present recommendations and action plans to improve product, process, and people performance across multiple customer touchpoints.
Manage project plans and communications to drive change effectively across the organization.

Skills:

Expertise in analyzing data and delivering holistic insights related to operational and customer feedback signals.
Ability to conduct root-cause analysis and identify behavioral levers driving performance across multiple regions and markets.
Strong data visualization and presentation skills for communicating insights and trends to stakeholders.
Familiarity with customer experience monitoring tools such as surveys, focus groups, and social media analytics.
Proficiency in SQL, Tableau, and other data analysis and visualization tools.
Project management skills with experience leading cross-functional strategic projects.
Ability to thrive in a dynamic environment, with strong attention to detail and problem-solving abilities.

Education/Experience:

Bachelor's degree in business management, economics, finance, accounting, or a related field.
4+ years of relevant experience in business operations, process redesign, customer experience, or quality assurance.
Excellent communication skills and ability to work in a fast-paced, ambiguous environment.

Preferred Qualifications:

Self-motivated with the ability to prioritize and manage multiple projects.
Strong collaboration skills with a passion for driving best practices globally.
Creative and innovative approach to solving problems and improving systems and processes.

Read the full job description and apply online on the recuiter's web-site

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