Business Analyst, Customer Experience - Remote

Overview

As a Business Analyst, you will be responsible for overseeing the entire lifecycle of cases, ensuring compliance with service level agreements (SLAs) and driving continuous improvement within our Service Delivery department.

In Short

• Oversee the end-to-end lifecycle of customer cases.
• Monitor case queues and ensure SLA compliance.
• Collaborate with Workforce Management and vendor teams.
• Perform root cause analysis on escalations.
• Compile weekly executive summary and KPI reports.
• Utilize data to identify trends and performance gaps.
• Create dashboards to track KPIs.
• Ensure compliance with regulatory requirements.
• Lead initiatives to improve case handling.
• Support documentation of policies and workflows.

Requirements

• Bachelor’s degree in Business, Finance, or related field.
• Strong data analysis skills with experience using Excel, SQL, or BI tools.
• Experience in customer service or financial operations.
• Proficiency in CRM systems and case management tools.
• Ability to work effectively in a fast-paced environment.
• Ability to synthesize large datasets.

Benefits

• Health care coverage for you and your dependents.
• Generous stipends for Technology, Food, and Lifestyle needs.
• Competitive vacation and holiday schedules.
• Employee stock purchase plan.