Business Data Analyst
Job Title: Business Data Analyst II
Duration: 09 months
Location: Remote (Preferred time zone: EST)
Job Description:
• We are looking for an exceptional Quality Analyst to join our Small Business Group team. The mission of our team is to ensure we deliver holistic and impactful customer experience, ensuring small businesses globally maximize their growth potential when engaging with our programs. You should be someone who is passionate about delivering superior customer experience, a person who thinks and acts globally but understands the importance of market nuance and a desire to serve our small businesses.
• The ideal candidate will be as comfortable working with data and logic as well as having a client centric lens providing the business with focused insights on our client experience and journey. You will require a high level of empathy for small business owners, understanding of sales structure and a keen eye for identifying process and workflow improvement opportunities.
• Success in this position requires strong critical-thinking and problem-solving skills; attention to detail; the ability to thrive in a dynamic and changing environment; and a passion for helping others achieve results. You will be able to demonstrate high levels of enthusiasm, motivation and dedication and an ability to manage communication and relations with multiple stakeholders both internal and external, including teams from Sales, Quality Assurance, Training and our outsourcing partners.
• This position will be based in the United States and will be supporting initiatives across the Americas, APAC and EMEA. Responsibilities Understand data and deliver holistic insights utilising operational data such as: AHT; pitch-rates and action-rates (revenue); Understand how to map these signals to Voice of the Customer data and Quality Assurance data to identify, through root-cause analysis, the agent behavioural levers driving operational performance across multiple programs, regions markets and verticals. Leverage and unify multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.
• Develop and assess customer experience through direct contact interactions and trend analysis, ensuring strong reporting capability on contact centre agent performance, understanding and communicating the narrative to internal and external stakeholders through a robust set of metrics, data visualization and presentation. Coordinate with outsourced vendor partners (as required) 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 and work with cross-functional partners to identify and implement optimal solutions.
Must-Have Skills:
• Strong Analytical Skills: Ability to analyze data and solve problems
• Project Management Skills: Experience running strategic projects with cross-functional teams
• Data Analysis & Visualization Skills: Proficiency in tools such as SQL, Tableau, and data analysis & visualization software
• Business Acumen: Strong understanding of business operations and ability to make informed decisions
Nice-to-Have Skills:
• Self-Directed Learning: Experience with online learning platforms and a proven ability to learn new skills independently, demonstrating a commitment to ongoing professional development.
• Business Intelligence Tools: Familiarity with business intelligence tools like Power BI, Tableau, or Looker, with the ability to analyze data and create actionable insights that drive business decisions.
• Design Thinking Certification: A certification in design thinking, such as IDEO's Design Thinking Certification, demonstrating expertise in human-centered design approaches and methodologies.
• Public Speaking Experience: Experience presenting to large groups, including conferences, webinars, or workshops, with a proven ability to engage audiences and communicate complex ideas effectively.
• Small Business Development Experience: Previous experience working with small businesses, either through consulting, coaching, or mentoring, with a deep understanding of their unique challenges and opportunities.
Minimum Requirements:
• 2+ years of relevant experience in business operations, sales excellence, process redesign, a consulting role, quality assurance or customer experience.
• Experience with SQL, tableau, 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 dealing with ambiguity. A love for change and an ability to ruthless prioritize in a fast-paced environment.
• Strong desire to collaborate, share, drive best practices cross-functionally and globally.
• Innovative and creative in finding solutions/ designing improved methods, systems and processes.
• Attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified.
About the Team:
• Our team is a diverse and dynamic group, constantly evolving to deliver high-quality results in SX.
• We're 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.
Screening Process:
2 rounds:
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's starting pay is: $30.00/hr.
