Business Analyst

We are looking for a results-driven Business Analyst to support operational excellence in a BPO environment. The role focuses on analyzing business processes, contact center performance, and client requirements to drive efficiency, cost optimization, and service quality improvements.

Job Description

• Analyze BPO operations (voice, non-voice, back-office) to improve efficiency and quality
• Gather and document business and client requirements
• Analyze KPIs such as AHT, SLA, CSAT, FCR, and TAT
• Identify process gaps and recommend improvements or automation
• Prepare reports, dashboards, and presentations for stakeholders
• Collaborate with Operations, Quality, WFM, and IT teams

Requirements

• Bachelor's degree in Business, Operations, IT, or related field
• 2–4 years of Business Analyst experience in a BPO/BPM environment
• Strong understanding of contact center and back-office processes
...