Business Analyst

Epitec

Job Title: Business Analyst 2

Compensation: $33.00-$35.00/hr

Location: United States (Supporting initiatives across the Americas, APAC, and EMEA)

Remote Location New York, New York

Team: Small Business Group

Mission: The mission of our team is to ensure we deliver a holistic and impactful customer experience, ensuring small businesses globally maximize their growth potential when engaging with our programs. We are looking for an exceptional Quality Analyst who is passionate about delivering superior customer experience, thinks and acts globally, and understands the importance of market nuances.

Responsibilities:
• Understand data and deliver holistic insights utilizing operational data such as AHT, pitch-rates, and action-rates (revenue).
• Map operational data signals to Voice of the Customer data and Quality Assurance data to identify agent behavioral levers driving operational performance.
• Leverage and unify multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a reliable and sensitive customer feedback signal.
• Develop and assess customer experience through direct contact interactions and trend analysis.
• Ensure strong reporting capability on contact center agent performance and communicate the narrative to internal and external stakeholders through metrics, data visualization, and presentations.
• Coordinate with outsourced vendor partners to share insights, identify focus areas, and agree on actions.
• Create specific recommendations and action plans to drive product, people, and process improvement strategy across multiple customer touchpoints.
• Work with cross-functional partners to identify and implement optimal solutions.

Minimum Requirements:
• 2+ years of relevant experience in business operations, sales excellence, process redesign, consulting, quality assurance, or customer experience.
• Experience with SQL, Tableau, and 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 Qualifications:
• Self-motivated, entrepreneurial, and comfortable dealing with ambiguity.
• Ability to prioritize in a fast-paced environment.
• Strong desire to collaborate, share, and drive best practices cross-functionally and globally.
• Innovative and creative in finding solutions and designing improved methods, systems, and processes.
• Attention to detail and ability to deep dive, identify root causes of variances, and execute solutions.
• Experience with online learning platforms and a commitment to ongoing professional development.
• Familiarity with business intelligence tools like Power BI, Tableau, or Looker.
• Certification in design thinking (e.g., IDEO's Design Thinking Certification).
• Experience presenting to large groups and engaging audiences.
• Previous experience working with small businesses, understanding their unique challenges and opportunities.

Day-to-Day Responsibilities:
• Analyze operational data to identify trends and insights.
• Conduct root cause analysis to drive performance improvement.
• Develop customer feedback signals and analyze customer experience.
• Create reports and communicate insights to stakeholders.
• Collaborate with vendors and cross-functional partners to implement solutions.

Strategic Focus:
• Drive business growth through strategic planning and innovation.
• Ensure high-quality standards through quality assurance.
• Influence leadership decisions through compelling presentations and recommendations.
• Communicate effectively with senior leaders to inform business strategy.

About the Team: Our team is a diverse and dynamic group, constantly evolving to deliver high-quality results in SX. We are strategically and operationally focused on the future, with a strong emphasis on integrating AI into our work. Our team culture is built on collaboration, innovation, and a commitment to excellence, driving quality operations and exceptional outcomes.

Evaluation Criteria:
• Strong critical thinking and problem-solving skills.
• Attention to detail with a focus on accuracy and quality.
• Adaptability and resilience in a dynamic environment.
• Passion for helping others achieve results through collaboration.
• Effective communication and stakeholder management skills.

Challenges:
• Ensuring a seamless onboarding process.
• Keeping pace with a rapidly progressing team.
• Valuing autonomy and independence.
• Maintaining high levels of self-motivation and energy.

Candidate Value Proposition:
• Collaboration with exceptional colleagues who are genuinely invested in each other's success.
• A culture of mutual interest and support, where colleagues care about their work and each other.