The Business Intelligence Analyst will focus on analyzing QA workflows and automating processes to deliver actionable performance insights that improve agent effectiveness. You will provide data-driven recommendations, collaborate with leadership to assess performance gaps and develop strategies to enhance overall productivity. The ideal candidate will have strong analytical skills, experience in performance analytics, and a proven ability to drive continuous improvement through data insights.

Key Responsibilities:

• Assess performance gaps across the agent lifecycle and provide actionable insights for the agent enablement teams constituting QA, Training & Knowledge management, across all entities.

• Analyze QA workflows to identify inefficiencies and automate processes, in line with the QA framework. Continuously refine and improve analytical methodologies to support performance optimizati...