It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Essential Duties & Responsibilities
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Design, develop, and maintain MIS reports and real-time dashboards for contact center operations • Track and analyze key KPIs such as CSAT, NPS, FCR, Transactional QA, and Q4 (Bottom Quartile) performance
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Should be able to generate WBR, MBR and QBR decks as per process owner's requirements
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Identify performance gaps and trends in customer interactions, agent productivity, and service outcomes
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Provide actionable insights to improve customer retention, reduce repeat contacts, and enhance service quality
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Support continuous improvement initiatives by identifying bottom quartile drivers and recommending corrective actions
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Partner with operations, QA, training, and workforce management teams to drive KPI improvements
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Create drill-down dashboards for agent-level, queue-level, and process-level performance monitoring
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Perform root cause analysis (RCA) for poor CSAT/NPS and repeat contacts
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Ensure data accuracy, consistency, and governance across reporting systems
Education & Experience -
Candidate must possess at least a Bachelor's/College Degree in any field
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At least 1.5 year(s) of working experience in the related field.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Original Title: Business Intelligence Analyst
Req Id: R26_02249
Posted At: Wed Jun 03 2026 00:00:00 GMT+0000 (Coordinated Universal Time)
