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
Advanced MS Excel skills; experience with reporting tools preferred
Strong an...