Business Analyst (IVR)
Job Description
<strong><u>About Virtusa</u></strong><p><br></p>Add the Middle East to your global professional experience and have the opportunity to work on some of the leading Digital Transformation programs.<p><br></p>Virtusa is one of the fastest growing IT Services companies in the Middle East with a growing client base in the UAE, KSA, Qatar & Oman and we work with the leading Banking and Financial Services, Travel, Telecom and Enterprises firms in the region. We have partnered with our clients to win awards from Gartner, IDC, WfMC and other analyst for the work that we have delivered to our clients in the region.<p><br></p>Why would you not like to be part of this exciting and award winning team? Don’t listen to us, listen to our customers<p><br></p>(https://www.youtube.com/watch?v=JrDNtTLKkPc; & https://www.youtube.com/watch?v=MhzhZt1GJvM)<p><br></p>Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 30,000+ people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.<p><br></p><strong>Role: Data Analyst</strong><p><br></p><strong>Skill: SQL queries, Dashboards, reports</strong><p><br></p><strong>Experience : 5+ Years</strong><p><br></p><ul><li>Requirement Gathering</li><li> Collaborate with stakeholders to elicit, analyze, and document business requirements, including functional and non-functional requirements towards the goal of superior customer experience on the IVR channel by improving automation and customer friendly business rules</li><li> Conduct interviews, workshops, and observations to design customer journeys on the IVR</li><li>Data Analysis</li><li> Collect, analyze, and interpret data from various sources including call centre agent activities to identify trends, patterns, and insights that can inform business decisions. Identify agent processes that can be automated on the IVR</li><li> Develop and maintain data models, perform data mapping, and assist in data governance activities.</li></ul><p><br></p><strong> </strong><p><br></p><ul><li>Process Mapping and Optimization</li><li> Evaluate existing business processes, identify inefficiencies or bottlenecks, and propose optimized workflows.</li><li> Document process maps, conduct gap analysis, and recommend process improvements to enhance efficiency, reduce costs, or improve customer experience through IVR</li></ul><p><br></p><strong>D. </strong><strong><u>Solution Design</u></strong><p><br></p><ul><li> Collaborate with technical teams, such as software developers and system architects, to translate business requirements into technical specifications.</li><li> Participate in solution design sessions, review prototypes, and provide feedback to ensure the developed solution aligns with business needs.</li></ul><p><br></p><strong>E. </strong><strong><u>Stakeholder Management</u></strong><p><br></p><ul><li> Engage with stakeholders across different departments or teams such as Legal, Compliance, OpsRisk, ITRisk, INA, etc. to gather input, validate requirements, and manage expectations.</li><li> Facilitate communication and foster collaboration between business and technical teams throughout the project lifecycle.</li></ul>
