Business Analyst - BPO

Key Responsibilities

• Analyze and document existing business processes and workflows within the BPO/Tech Support environment to identify gaps, inefficiencies, and areas for improvement.
  
• Review process areas to enhance service quality, improve

  CSAT

  and

  ESAT

  scores.
• Gather and interpret stakeholder requirements and translate them into actionable project plans,

  Business Requirement Documents (BRDs)

  , and

  Functional Specifications

  .
• Develop detailed

  process maps

  and documentation.
• Collaborate with

  Operations, IT, Finance, Payroll, and Client teams

  to implement process enhancements and technology-driven solutions.
• Lead and facilitate

  process improvement initiatives

  using

  Six Sigma, Lean,

  or similar frameworks.
• Monitor and report

  Key Performance Indicators (KPIs)

  to track project success and process health.
• Conduct

  root cause analysis

  of operational issues and recommend corrective actions.
• Provide

  training and support

  to staff on new tools, procedures, and best practices.
• Ensure compliance with industry standards, regulations, and company policies.
  

Required Qualifications & Skills

• Bachelors degree in

  Business Administration, IT, or related field

  (Master’s preferred).
• 6–8 years of experience as a

  Business Analyst

  in the

  BPO industry

  .
• Proven analytical and problem-solving skills with a focus on

  process improvement

  .
• Proficiency in

  process mapping tools

  (e.g., Visio, Power BI) and

  data analysis tools

  (e.g., SQL, Data Warehouse/ETL/Data Lake).
• Excellent

  verbal and written communication

  skills; ability to interact with stakeholders at all levels.
• Knowledge of

  project management methodologies

  (Agile, Waterfall, etc.) is a plus.
• Certifications such as

  Six Sigma, Lean, or CBAP

  are highly desirable.
• Ability to work independently and manage multiple projects simultaneously.
  
• Strong

  attention to detail

  and

  organizational skills

  .

Preferred Attributes

• Experience working with

  international clients

  and

  cross-cultural teams

  in BPO/Tech Support.
• Knowledge of

  automation tools

  and

  digital transformation initiatives

  in the BPO sector.
• Ability to adapt in

  fast-paced, dynamic environments

  .
• Proactive and innovative approach to solving business challenges.