Business Analyst/Quality Assurance

Job Family:

Business Operations

Travel Required:

Up to 10%

Clearance Required:

Ability to Obtain Public Trust

What You Will Do:

The Business Analyst Quality Assurance provides engagement support across a wide range of activities. Working with engagement leadership, this individual can expect to provide support in some, or all of the following areas: 

• Customer Contact Center 
• Support engagements internal / external compliance requirements. 
• Maintain project controls processes and best practices.
• Support onboarding / offboarding efforts, and other resource management related activities 
• Creates, manages, and tracks all operational support metrics supporting Service Level Agreements (SLA’s), Quality Assurance, Workforce Management, and Training functions
• Support project managers and provide coordination for strategic initiatives
• Coordinate meetings including notifications, agendas, minutes, and follow-up correspondence
• Assist in tracking risks, issues, change requests, and the creation/maintenance of project status reports
• Monitor and track agent performance and productivity
• Support the intraday monitoring, forecasting and management of all org workflows to ensure service level goals are achieved
• Develop and maintain interactive Power BI reports and dashboards to deliver accurate and timely insights
• Use historical data and trends to forecast future workload and staffing needs. Consider factors like seasonal variations and historical performance.
• Conduct Process Analysis and Improvement Activities such as: Conduct gap analysis between current state and desired future state; Develop process maps, workflows, and standard operating procedures; etc.
• Engage in Stakeholder Management Activities such as: Collaborate with business users, project managers, developers, and other key stakeholders, etc.
• Conduct Data Analysis & Reporting Activities such as: Create reports, dashboards, and visualizations to support decision-making
• Facilitate consensus-building on strategic issues and develop alternative solutions to complex challenges

What You Will Need:

• Requires a high school diploma and 5 years of prior relevant experience; some roles may require a university degree, vocational or technical education (Relevant experience may be substituted for formal education)
• Experience with O365 tools. 
• Prior experience in business operations specifically call monitoring, quality reporting
• Strategic Thinking: Ability to understand organizational priorities and align work accordingly
• Data Analysis: Proficient in MS Word, Excel, and Outlook; skilled in data filtering, sorting, and analysis
• Communication: Outstanding interpersonal skills with the ability to work with high-profile individuals and collaborate across teams
• Confidentiality: Demonstrates sound judgment and maintains strict confidentiality of sensitive information
• Organization: Excellent ability to manage multiple priorities, meet deadlines, and track complex initiatives
• Professionalism: Maintains poise under pressure and handles matters with tact and diplomacy
• Strong problem-solving skills and the ability to adapt to evolving requirements

What Would Be Nice To Have:

• Knowledge of business operations activities within consulting engagements 
• Coordinating and tracking projects and strategic planning initiatives across Business Planning and Strategy & Research departments
• Prior experience with analyzing project and research data to provide insights and guidance to leadership
• Ability to work accurately with numerical detail; to analyze, consolidate, and interpret data. 
• Experience or coursework related to dashboard creation and data visualization is a plus
• Experience in data manipulation, preferably within a business environment.
• Experience performing gap analyses and workflow analysis to define current vs. future state capabilities
• Designing, developing and maintaining custom Power Apps to automate business processes and enhance data workflows
• Utilized Power Automate to integrate disparate systems, streamline repetitive tasks, and optimize process efficiency
• Collaboration with cross-functional teams to ensure data accuracy, consistency, and security
• Engagement experience with customer stakeholders to understand desired business outcomes and define success criteria
• Developed training curriculums and delivered training sessions to the solution’s end users
• Developed innovative industry accelerators that contributed to thought leadership white paper development
• Researching and analyzing d