Business Analyst

4 weeks ago

Pasig, National Capital Region, Philippines Support Services Group Full time

Are you passionate about data, eager to make a difference in customer experiences, and looking to grow your career in business analysis? Join our growing team as a Junior Business Analyst with a focus on Customer Experience (CX) and be part of a mission to transform the way our customers engage with us.

Why This Role?

In this role, you'll be at the forefront of driving positive change by turning data into actionable insights that will help shape our customer's journey. You'll work closely with cross-functional teams, diving deep into data from customer feedback, surveys, and interactions to identify trends, optimize business processes, and enhance overall customer satisfaction.

If you're someone who thrives on collaboration, loves solving complex problems, and has a knack for uncovering key insights hidden within data—this is the perfect opportunity for you

Key Responsibilities:

  • Data Analysis: Analyze customer interactions and feedback to identify trends and opportunities for improvement.
  • Reporting & Insights: Create dashboards and reports that translate data into compelling stories with actionable recommendations for our stakeholders.
  • Process Improvement: Collaborate with teams to optimize processes that directly impact the customer experience.
  • Customer Journey Mapping: Assist in visualizing customer interactions to pinpoint areas of friction and propose strategies for improvement.
  • Collaboration: Work with teams across Operations, Workforce Management, Quality Assurance, and Training to elevate customer satisfaction.
  • Research & Benchmarking: Stay ahead of the curve by researching industry trends and best practices, helping our company benchmark and innovate.
  • Support & Documentation: Assist in the documentation of business requirements for CX initiatives and ensure smooth implementation.

What You Bring to the Table:

  • Educational Background: Bachelor's degree in Business Administration, Marketing, Economics, or related fields.
  • Experience: 1-2 years in business analysis, customer experience, or related fields.
  • Technical Skills: Proficiency in Excel, Tableau, SQL, Power BI, Domo, and CRM systems.
  • Soft Skills: Strong analytical, communication, and presentation skills with a detail-oriented mindset.

Bonus Points for:

  • Experience with CX management tools and methodologies.
  • Knowledge of process improvement frameworks like Six Sigma or Lean.
  • A passion for market research and keeping up with industry trends.

Why Work With Us?

You'll be part of an innovative and fast-paced environment where your insights will have a real impact on customer satisfaction and business growth. This is a fantastic opportunity for a motivated individual to build their career in business analysis while playing a key role in enhancing our customer experience.

Apply now and discover how you can be #BetterWithSSG

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.

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