Business Analyst II

Job Title : Data / Business Analyst

Location : Remote

Duration : 09-month contract

Start Date : 3 / 24 / 2025

Pay Rate : $41 / hr-W2

Benefits : Medical, Dental, Vision

Job Description :

We are seeking a minimum of 2 years experienced exceptional Quality Analyst to join our Small Business Group team, focused on delivering a superior customer experience for small businesses globally. The ideal candidate will blend data-driven insights with a client-centric approach, focusing on process improvement and ensuring small businesses maximize growth potential. Strong critical-thinking, attention to detail, and problem-solving skills are essential, as well as empathy for small business owners and a deep understanding of sales structures. This role requires collaboration across teams in Sales, Quality Assurance, Training, and outsourcing partners, supporting initiatives in the Americas, APAC, and EMEA.

Responsibilities :

The Quality Analyst will utilize operational data (AHT, pitch-rates, action-rates) alongside Voice of the Customer and Quality Assurance data to conduct root-cause analysis and identify agent behaviours impacting performance across multiple regions and programs. By leveraging various customer feedback sources (surveys, social media, focus groups), they will deliver actionable insights to improve customer experience. This role involves analysing agent performance, creating reports and visualizations, and presenting findings to stakeholders. Additionally, the analyst will collaborate with outsourced vendors to share insights, recommend improvements, and drive cross-functional initiatives for product, people, and process enhancements.

Must Have Skills :

• Strong Analytical Skills : Ability to analyse 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 :

Salary : $41