Business Analyst

Key Responsibilities

• Analyze Support & Experience Metrics:

• Evaluate support ticket trends, resolution times, first contact resolution (FCR), CSAT/NPS scores, and escalation patterns.
• Identify root causes of user issues and recommend systemic solutions to improve satisfaction.

• Optimize Team Performance & Efficiency:

• Track agent productivity, queue management, and turnaround time.
• Recommend workflow automations or process improvements to reduce handling time and increase quality.

• Feedback Loop & Experience Insights:

• Aggregate qualitative and quantitative feedback from users to identify recurring UX friction or product gaps.
• Create frameworks for tagging and categorizing feedback to drive actionable insights.

• Dashboarding & Visibility:

• Build live dashboards and reporting structures that enable visibility into experience KPIs and support health.
• Empower support and product teams to make informed decisions in real time.

• Strategic Collaboration:

• Work with Product, Growth, and Design teams to ensure user feedback informs feature prioritization and roadmap.
• Help prioritize initiatives based on user impact, effort, and ROI.

• Problem Solving & Impact Analysis:

• Conduct deep-dive investigations into drops in satisfaction, spikes in complaints, or new product launches.
• Quantify the business impact of support interventions or UX enhancements.

• Stakeholder Communication:

• Present insights clearly and persuasively to leadership, enabling alignment on key experience strategies and support investments.

• 2 4 years of experience in business analytics, content operations, or strategy (preferably in B2C, media, or edtech)

• Proficiency in SQL is mandatory

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