Business Analyst - BPO Operations

Department:

We are looking for a dynamic and analytical Business Analyst to support our BPO operations. The ideal candidate will work closely with cross-functional teams to analyze business processes, identify improvement opportunities, and drive operational efficiency through data-driven insights and automation initiatives.

Key Responsibilities:

• Analyze end-to-end BPO processes across verticals (e.g., customer service, finance & accounting, HR, etc.) to identify gaps and improvement areas.
• Collaborate with operations, quality, and client teams to gather and document business requirements.
• Develop business cases for process improvements, automation (RPA), and digital transformation initiatives.
• Create and maintain dashboards and reports to track SLAs, KPIs, and operational metrics.
• Conduct root cause analysis (RCA) for performance issues and recommend corrective actions.
• Support transition and transformation projects by providing data insights and process documentation.
• Facilitate workshops and training sessions with internal stakeholders and clients.
• Work with IT and automation teams to implement technology solutions aligned with business goals.

Required Qualifications:

• Bachelors degree in Business, Operations, IT, or a related field.
• 2-5 years of experience as a Business Analyst in a BPO or shared services environment.
• Strong understanding of BPO operations, SLAs, and client management.
• Proficiency in Excel, SQL, Power BI/Tableau, and process mapping tools (e.g., Visio).
• Excellent analytical, communication, and stakeholder management skills.

Preferred Qualifications:

• Experience with Lean Six Sigma methodologies (Green Belt preferred).
• Exposure to RPA tools (e.g., UiPath, Automation Anywhere).
• Familiarity with CRM, ERP, or workflow management systems.
• Certification in Business Analysis (CBAP, CCBA, or equivalent) is a plus.