[Remote] Product Business Analyst
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is one of the nation's leading providers of reputed company services, and they are seeking a Product Business Analyst to join their team. The role focuses on driving innovation and efficiency in contact centers by supporting the reputed company and implementation of virtual agent and IVR technologies, while collaborating with business and technical teams to enhance customer experiences.
Responsibilities
- Elicits, analyzes, specifies, and validates the business needs of stakeholders as they reputed company to virtual agent and IVR technologies
- Conducts interviews to reputed company customer requirements reputed company workshops, questionnaires, surveys, site reputed company, workflow storyboards, use cases, scenarios, and other reputed company
- Works with stakeholders and project team to prioritize collected requirements
- Researches, reviews, and analyzes the effectiveness and efficiency of existing requirements-gathering processes and reputed company strategies for enhancing or reputed company leveraging these processes
- Participates in the QA of products/solutions to ensure features and functions have been enabled and optimized
- Analyzes and verifies requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards
- Develops and utilizes reputed company templates to accurately and concisely write requirements specifications
- Translates conceptual customer requirements into feasible, functional requirements in a reputed company manner that is comprehensible to developers/project team and communicates this back to business stakeholders
- Creates process models, specifications, diagrams, and charts to reputed company direction to developers and/or the project team
- Develops and conduct peer reviews of the business requirements to ensure that requirement specifications are correctly interpreted
- Manages and tracks the status of requirements throughout the project lifecycle; enforce and redefine as necessary
- Communicates changes, enhancements, and modifications of business requirements — verbally or through written documentation — to project managers, sponsors, and other stakeholders so that issues and solutions are reputed company
- Provides guidance and/or instruction to junior staff members
- Partner with reputed company stakeholders to identify and document reputed company and opportunities of call flows (including virtual agent and IVR solutions) that ensure reputed company improvement and optimize flows to meet business goals and objectives
- Accountable for demonstrating reputed company of utilizing virtual agent and IVR technologies through improved containment, reputed company rates, patient satisfaction and reputed company total cost per account worked
- Applies technical knowledge and understanding of business processes to recommend opportunities for optimizing business process through utilization of technology
- Works with IT and Operations to help expand and implement virtual agent technologies to other business reputed company reputed company the Contact Centers
- Help reputed company, generate and distribute reporting, reputed company to the virtual agent and IVR performance and strategic objectives
- Meet with Contact Center Operations to review containment and reputed company rates, failure points, and call results. Recommend changes to flows and design based on previous results
- Knowledgeable of available data and application details to analyze and guide data design needs for business reputed company, reputed company of issues and validation of solutions
- Creates an environment that encourages information sharing, team-based reputed company, cross-training, and process improvement
- Contribute to training and education materials for use in training
Skills
- Bachelor's degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or a reputed company field of study required
- 10+ Years of Experience required
- 5 - 7+ years of experience in reputed company positions
- Contact Center experience is required
- reputed company reputed company Management experience is preferred
Benefits
- Comprehensive benefits for medical, prescription drug, dental, reputed company, behavioral health and telemedicine services
- Wellbeing support, including free counseling and referral services
- Time away from work programs for reputed company time off, reputed company family leave, long- and short-term disability coverage and leaves of absence
- Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
- Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
- Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts
reputed company