Job Description

About IntouchCX



IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.



About the Job



The Business Analyst plays a key role in assisting the business by analyzing and providing insights to support strategic decision making and achievement of corporate goals, assisting in the operationalization of business, process, quality assurance, and reporting.



As Business Analyst, You Will...



Identify the analysis requirement, coordinate with teams, and finalize the specific requirement Follow up on the progress of work items and communicate with project team members Capture detailed minutes of meetings, while organizing and distributing relevant information to appropriate stakeholders Ensure the project team adheres to provided timelines and deliverables Provide status updates on projects, indicate key milestones, and take project decisions to leadership for guidance Gather, analyze, specify, validate, and document both business and functional requirements of stakeholders, along with customers or business users Gather, scrub, organize, analyze, and present insights from headers or metrics data Analyze, comprehend, and document current processes through participation in and/or facilitating brainstorming sessions, root cause analysis, or other discovery practices with stakeholders. Perform analysis of business processes, highlighting issues and challenges, then recommending solutions and improvements Develop and implement test plans to ensure successful delivery of projects Communicate plans, actions, risks, and issues with key stakeholders Understand quality assurance requirements, prepare, and publish internal Scorecards for Quality Assurance Analysts and Team Leads

As Business Analyst, You Have...



A Degree or Diploma in Science, Engineering or an MS or MBA in Data Analytics or Computer applications or Statistics 1.5 - 3 years of experience in Reporting, Analytics is preferred Experience in managing and building relationships with multiple teams Knowledge of Statistics, Lean Six Sigma, or any other Data Science certification is considered an asset Knowledge of VBA Macros and Report Automation is expected Strong verbal and written communication skills, including presentation skills Sound knowledge of Microsoft Excel and Google Sheets Excellent organization and time management skills Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds. Ability to multi-task under high-pressure situations Superior attention to detail with an eye for accuracy Team player with creative problem-solving, analytical, and project management skills * Ability to adapt to changing environments and timelines