Business Analyst 2-Ops

Job description

Provides programs to improve operational efficiency, consistency, and compliance in support of the organization*s financial and tactical business objectives. Provides business practices and processes. Develops, communicates, and trains the organization on business practices and processes.

Serve as a liaison with other divisions such as Finance, Contracts, HR, Legal, Shared Services, Accounts Receivable, Purchasing, and Risk Management in an effort to ensure accurate and timely transaction processing. Collect, input, verify, correct, and analyze data to measure key performance indicator actual versus business objectives. Provide updates to management regarding budget to actual, informing them of deviations and opportunities. Provide management with economic impact and compliance issues surrounding key business decisions and/or deals. Communicate Oracle Business Practices to the organization and monitor process and approvals for full compliance. Drive implementation of new processes and procedures.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Attention to detail critical. Ability to collect, organize, and display data in spreadsheet format. Follow-through skills necessary to get information from internal and third parties and have data errors/omissions corrected. Relationship management skills strongly desired. Strong written and verbal communication skills to interact with management and possible clients desired. 2 plus years relevant work experience.

Desired profile

Qualifications :

Core Objective:• Monitor calls, voice mails & emails on communication, soft skills, process and compliance parameters (40%)
• Analyze audit data, compliance, communication & process related data to develop, recommend and monitor corrective and preventive actions
• Identify communication-training needs, develop & implement action plans and report out the improvement process in business reviews (60%)
• Participate in calibrations to ensure consistent scoring & feedback delivery approach

• Establish standards & investigate customer complaints and non-conformance issues

Skillset Requirement:
• Highly proficient in both written and spoken English
• Technical knowledge of English communication – grammar, intonation, syllable, punctuation, pronunciation, spellings and vocabulary
• Sound knowledge of the right accents (phonology)
• Ability to teach, train, mentor and coach
• Perform data analysis, prepare dashboards and present data
• Good practical knowledge of MS office tools like Outlook, Power point, Word and Excel
• Desired Behavioral Indicators: Eye to Detail, Active listening, Teamwork, Ownership, Accountability, Relationship Management, Positive Body Language & Attitude

Experience & Qualification:• Any Graduate (Desired BA / MA / M.Phil. in English Literature or any degree in linguistics)
• Neuro linguistic program trained or NLP practitioner (preferred)
• Minimum 4 – 6 of overall work experience
• Minimum 3+ years as a voice and accent coach
• Must be flexible to work in shifts