Business Analyst II

Summary:

We are looking for an exceptional Quality Analyst to join our Small Business Group team . The mission of our team is to ensure we deliver holistic and impactful customer experience, ensuring small businesses globally maximize their growth potential when engaging with our programs. You should be someone who is passionate about delivering superior customer experience, a person who thinks and acts globally but understands the importance of market nuance and a desire to serve our small businesses.

Responsibilities:

• Understand data and deliver holistic insights utilizing operational data such as: AHT; pitch-rates and action-rates (revenue);
• Understand how to map these signals to Voice of the Customer data and Quality Assurance data to identify, through root-cause analysis, the agent behavioral levers driving operational performance across multiple programs, regions markets and verticals.
• Leverage and unify multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.
• Develop and assess customer experience through direct contact interactions and trend analysis, ensuring strong reporting capability on contact center agent performance, understanding and communicating the narrative to internal and external stakeholders through a robust set of metrics, data visualization and presentation.
• Coordinate with outsourced vendor partners (as required) to share insights, identify focus areas, and agree on actions.
  
  

Minimum Requirements:

• 4+ years of relevant experience in business operations, sales excellence, process redesign, a consulting role, quality assurance or customer experience.
• Experience with SQL, tableau, data analysis & visualization tools.
• Strong operational background and project management skills with experience running strategic projects with cross-functional teams.
• Fluency in English, both oral and written
• Excellent business acumen, passion for solving problems, and strong analytical skills.
  
  

Preferred Qualifications:

• Self-motivated, entrepreneurial, and dealing with ambiguity.
• A love for change and an ability to ruthless prioritize in a fast-paced environment
• Strong desire to collaborate, share, drive best practices cross-functionally and globally.
• Innovative and creative in finding solutions/ designing improved methods, systems and processes.
• Attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified.
  
  

Compensation:

The pay rate range above is the base hourly pay range that Aditi Consulting reasonably expects to pay someone for this position (compensation may vary outside of this range depending on several factors, including but not limited to, a candidate’s qualifications, skills, competencies, competencies, competencies, competencies, experience, location and end client requirements).

Benefits and Ancillaries:

Medical, dental, vision, PTO benefits and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.