XTN-5916414 | SENIOR CUSTOMER CARE BUSINESS ANALYST
Remote
Job Summary
Design and implement comprehensive Voice of the Customer (VoC) dashboards that consolidate feedback from social platforms, review sites, and community forums to identify sentiment and emerging trends. Build and maintain interactive business intelligence solutions, including scorecards and automated reports, to track key performance indicators and support data-driven decision-making. Conduct budget and cost analysis to optimize labor spend and operational efficiency while enabling analysis of contact center metrics to identify gaps and opportunities for improvement. Collaborate with cross-functional teams to recommend action plans that drive continuous improvement in customer experience and OPEX. Prepare executive-level summaries and presentations to highlight insights for leadership reviews.
Required Qualifications
- Bachelor's degree in Business, Data Analytics, Information Systems, or a related field
- 5+ years of experience in a business analyst role
- At least 3 years supporting contact center operations
- Proven experience leading VoC or customer feedback analysis initiatives
- Strong proficiency in data visualization tools such as Tableau, Power BI, or similar platforms
- Solid understanding of contact center technologies (e.g., CRM, ACD, IVR, QA platforms)
- Exceptional analytical, problem-solving, and storytelling skills using data
- Experience presenting to and influencing senior stakeholders
Desired Qualifications
- Master's degree
- Advanced Excel skills
- Experience with SQL or other data querying languages
- Additional relevant knowledge or experience related to the above requirements
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