Business Analyst II - Tailored Management

Business Analyst II
Location: Remote (California based)
Duration: 6 months contract with possibility of extension
Start: Targeting October 2024
Pay Range: $38 to $49/hr on W2
Benefits: Medical, dental, vision, sick time based on state laws
 
Summary:
The primary function of the Business Analyst III role is to support small businesses globally, helping them maximize growth potential through *** Small Business Group. The position focuses on ensuring a superior customer experience by delivering focused insights, process improvement recommendations, and actionable data-driven solutions across multiple programs and markets. The analyst will work cross-functionally, gathering feedback, analyzing operational performance, and identifying improvement opportunities in customer experience, agent performance, and business processes. This role requires strong critical-thinking skills, attention to detail, project management expertise, and the ability to handle dynamic, fast-paced environments.
 
Job Responsibilities:

• Perform root-cause analysis to map operational data (AHT, pitch-rates, action-rates) with Voice of the Customer and Quality Assurance data.
• Leverage customer feedback from surveys, focus groups, social media, and more to provide reliable insights.
• Develop customer experience trend analysis based on direct interactions and contact center agent performance, ensuring robust reporting.
• Collaborate with cross-functional teams, including Sales, Quality Assurance, and Training, to ensure seamless execution of process improvements.
• Coordinate with outsourced vendor partners to share insights, identify focus areas, and define action plans.
• Present recommendations and action plans to improve product, process, and people performance across multiple customer touchpoints.
• Manage project plans and communications to drive change effectively across the organization.

 
Skills:

• Expertise in analyzing data and delivering holistic insights related to operational and customer feedback signals.
• Ability to conduct root-cause analysis and identify behavioral levers driving performance across multiple regions and markets.
• Strong data visualization and presentation skills for communicating insights and trends to stakeholders.
• Familiarity with customer experience monitoring tools such as surveys, focus groups, and social media analytics.
• Proficiency in SQL, Tableau, and other data analysis and visualization tools.
• Project management skills with experience leading cross-functional strategic projects.
• Ability to thrive in a dynamic environment, with strong attention to detail and problem-solving abilities.

 
Education/Experience:

• Bachelor's degree in business management, economics, finance, accounting, or a related field.
• 4+ years of relevant experience in business operations, process redesign, customer experience, or quality assurance.
• Excellent communication skills and ability to work in a fast-paced, ambiguous environment.

 
Preferred Qualifications:

• Self-motivated with the ability to prioritize and manage multiple projects.
• Strong collaboration skills with a passion for driving best practices globally.
• Creative and innovative approach to solving problems and improving systems and processes.