Job Description

As an AI Business Analyst at First Advantage (FA), you will be responsible for supporting and scaling our AI initiatives across the organization by measuring and improving the effectiveness of AI solutions that impact customer and agent experiences. You will translate data-driven insights into actionable recommendations and ROI, serving as a vital link between data, technology, and operations to demonstrate how AI delivers value. This role is ideal for an analytical and curious individual eager to work at the intersection of AI and business operations, contributing to our mission of redefining customer and candidate support through innovative and efficient solutions.
Roles and responsibilities:

• Analyze Data and Build Reports: Analyze data and create reports that evaluate the performance and ROI of AI solutions, including generative AI, automation, and augmentation.
• Develop and Maintain Dashboards: Design and maintain dashboards to monitor the impact of AI on customer satisfaction, agent efficiency, and key operational metrics.
• Collaborate Cross-Functionally: Work collaboratively with technical teams, operations, product managers, and business stakeholders to ensure alignment and effective implementation of AI initiatives.
• Assist in Prompt Design and Optimization: Support the design and optimization of prompts for generative AI tools utilized by agents or customers, enhancing their effectiveness and usability.
• Present Insights to Leadership: Present insights and results to leadership teams in a clear, compelling, and story-driven format, facilitating informed decision-making.
• Contribute to Continuous Improvement: Actively contribute to the continuous improvement of AI use cases by identifying gaps, testing new ideas, and tracking outcomes to enhance performance.
• Support Integration of Knowledge Bases: Assist in the integration of knowledge bases and content that feed into AI models, such as Salesforce Knowledge and Experience Cloud, to improve AI functionality.
• Assess and Prioritize New AI Opportunities: Help evaluate and prioritize new AI opportunities by assessing feasibility, potential impact, and alignment with business goals.

Skills required :

• Analytical Skills: Strong analytical skills with proficiency in using tools such as Excel, Power BI, Tableau, or similar business intelligence platforms to derive insights and support decision-making.
• Familiarity with AI Tools: Understanding of generative AI tools and foundational knowledge of prompt engineering principles.
• Platform Exposure: Exposure to Salesforce Service Cloud, Experience Cloud, AWS, or similar platforms is a plus, enhancing the ability to integrate and leverage technology effectively.
• Knowledge Base Management: Experience working with or managing knowledge base content is a bonus, contributing to the optimization of information resources.
• Communication Skills: Excellent communication skills, with the ability to present findings and insights to both technical and non-technical audiences in a clear and engaging manner.
• Self-Starter: A self-starter with a continuous improvement mindset, demonstrating the ability to take initiative and drive projects forward in a cross-functional environment.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment, adjusting to changing priorities while maintaining high-quality standards.

Qualifications :

• Education: Bachelor's degree in Business Administration, Data Science, Information Technology, or a related field. A Master's degree is a plus.
• Experience: 3-5 years of relevant experience in business analysis, data analytics, or operations, preferably in a technology-driven or customer-centric organization.
• Certifications: Relevant certifications in data analytics, business analysis, AI/prompt engineering, or project management are advantageous.

Work model : Remote
Work Location : Mumbai / Bangalore
Joining time needed : 15 days
United States Equal Opportunity Employment:
First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.
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