Job Summary
The Senior Analyst (Non-Technical) plays a critical role in driving operational excellence, process improvement, and data-driven decision-making within business process outsourcing operations. Unlike technical analysts who focus on coding or system architecture, this role focuses on analyzing operational metrics, customer satisfaction (CSAT), service level agreements (SLAs), and workflow efficiency. The ideal candidate acts as a bridge between frontline operations and leadership, turning raw operational data into actionable business strategies.
Key Responsibilities
Key Responsibilities
Operational Performance Analysis: Monitor, analyze, and report on key performance indicators (KPIs) such as average handling time (AHT), quality scores, SLA compliance, and utilization rates.
Process Improvement: Identify bottlenecks, inefficiencies, and variances in daily workflows. Recommend and help implement process improvements (using frameworks like Lean or Six Sigma) to boost productivity.
Root Cause Analysis (RCA): Conduct deep-dive analyses on performance dips, customer complaints, or missed milestones, providing management with clear explanations and corrective action plans.
Stakeholder Management & Reporting: Create structured weekly and monthly business review (WBR/MBR) presentations for internal leadership and external clients. Present complex data insights in a clear, non-technical manner.
Quality & Compliance Tracking: Partner with Quality Assurance (QA) teams to align data trends with quality insights, ensuring the delivery meets standard operating procedures (SOPs) and compliance guidelines.
Skill Requirements
Required Skills & Qualifications
Experience: 3–5 years of experience in a BPO or shared services environment, with at least 1–2 years in an analytical or subject matter expert (SME) role.
Data Proficiency: Strong mastery of Microsoft Excel or Google Sheets (vlookups, pivot tables, data formatting, and basic formulas) to manipulate and visualize operational data.
Analytical Thinking: Ability to look at a spreadsheet of queue numbers or agent metrics and translate them into a story about human performance and process gaps.
Communication: Exceptional written and verbal communication skills, with comfort presenting directly to clients or senior managers.
Education: Bachelor’s degree in Business Administration, Commerce, Communications, or a related field.