The Business Intelligence Analyst will be responsible for transforming operational and quality data into actionable insights to drive performance, efficiency, and strategic decisions. The role involves designing dashboards, automating reports, analyzing trends, and supporting delivery governance through data backed recommendations for Google Deal Operations workflows.
Data Management & Reporting, Develop and maintain performance dashboards Ops, QA, Productivity, SLAAutomate data extraction, transformation, and visualization using BI tools Tableau, Power BI, LookerMaintain data integrity across systems such as Q, OREO, and internal trackers.Create daily or weekly or monthly operational reports for key stakeholders. Analytics and InsightsPerform deep dive analysis on SLA metrics accuracy, FPY, error leakage, and productivity.Identify process gaps, trends, and improvement opportunities through data patterns.Support RCA (Root Cause Analysis) by providing data-driven insights to QA and Ops teams.Partner with leadership to forecast capacity, volume trends, and headcount planning. Process OptimizationWork with process excellence teams to identify automation and AI adoption opportunities.Design KPI frameworks to measure efficiency, quality, and turnaround improvements.Support Continuous Improvement projects through performance baselining and impact measurement.Stakeholder CollaborationAct as a key liaison between Operations, QA, Training, and Client Analytics teams.Present insights and recommendations in governance meetings MBR, QBR, RCA councils Ensure timely delivery of analytics outputs aligned to client and internal expectations.Daily, weekly, and monthly performance dashboards with SLA adherence insights.Automated reporting models with more than 5perceb manual intervention.RCA and trend analytics reports for quality and process governance.Forecasting reports for volume, capacity, and headcount.CI impact measurement dashboards for efficiency tracking.Graduate or Postgraduate in Statistics, Mathematics, Computer Science, Engineering, or Business Analytics.3 to 6 years in Data Analytics or BI within a BPO, KPO, or Technology Operations environment. Exposure to order management, deal operations, or contract processing preferred.Advanced Excel Pivot Tables Power Query VBA preferredSQL querying for data extraction and manipulation.Proficiency in BI Tools Tableau, Power BI, Looker StudioPython R preferred for automation and predictive analyticsStrong analytical thinking and problem solving abilityAbility to work in fast paced, matrixed environmentsStrong stakeholder management and presentation skills
