85 applicants

Company

Original Job Post

Aditi Consulting · 4 days ago

Business Analyst II

California, United States

Full-time

Onsite

Mid Level

4+ years exp

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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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SQLTableauData AnalysisProject ManagementEnglish FluencyProblem-SolvingAnalytical SkillsBusiness AcumenFinding solutionsDesigning improved methodsDeep diveIdentify root causesExecute solutionsSelf-motivatedEntrepreneurialDealing with ambiguityLove for changeRuthless prioritization desire to collaborateInnovativeCreativeAttention to detail

Required

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

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.

Benefits

Medical

Dental

Vision

PTO

Company

Aditi Consulting

Glassdoor

4.2

Aditi Consulting is a firm that stays abreast of offering technological solutions, project management and digital transformation.

Founded in 1994

Bellevue, Washington, USA

1,001-5,000 employees

https://aditiconsulting.com

H1B Sponsorship

Aditi Consulting has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

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Trends of Total Sponsorships

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2020 (27)