Senior Business Process Analyst

2 weeks ago

Manila, National Capital Region, Philippines Private Advertiser Full time ₱60,000 - ₱120,000 per year

Are you a strategic thinker with a passion for data, analytics, and customer experience? Join our team as a Senior Business Process Analyst and lead impactful initiatives that enhance service delivery and operational efficiency through advanced speech analytics tools like Nexidia.


About the Role

As a Senior Business Process Analyst, you will be responsible for driving complex technical solutions, building advanced reports, and collaborating with operational leaders to optimize performance and customer experience. You'll serve as a subject matter expert in Nexidia, leading technical projects and guiding partners in leveraging analytics for continuous improvement.


Key Responsibilities
  • Develop and maintain Nexidia reports, dashboards, and reference materials tailored to business needs.
  • Act as the primary contact for operational teams, providing training and support on Nexidia usage.
  • Monitor and resolve internal tickets related to outages, access requests, and ad-hoc analysis.
  • Advise internal stakeholders on customer experience best practices, ensuring alignment with enterprise standards.
  • Analyze data to uncover trends and pain points, and present insights through compelling storytelling.
  • Quickly understand complex challenges and propose actionable solutions.
  • Communicate effectively across teams and keep stakeholders informed.
  • Collaborate with leaders, peers, and business partners to drive process improvements.
  • Lead technical projects to enhance and expand Nexidia capabilities.
  • Serve as a coach and mentor to team members, fostering knowledge sharing and skill development.

Required Qualifications
  • 2+ years of hands-on experience with speech analytics tools (e.g., Nexidia, CallMiner, Verint, Qualtrics), including report building, tool maintenance, and user education.
  • Experience managing project plans and roadmaps.
  • Strong understanding of call routing, call data, and call flows.
  • Intermediate to advanced proficiency in Microsoft Excel and PowerPoint.
  • Comfortable working with both technical experts and business stakeholders.
  • Proven ability to collaborate across teams in a complex organizational structure.
  • Strong relationship-building skills across departments and functions.

Preferred Qualifications
  • Bachelor's Degree in a related field.
  • 3+ years of experience in the healthcare industry.
  • Excellent written and verbal communication skills, with strong presentation capabilities.
  • Experience gathering and documenting business requirements and presenting updates to senior leadership.
  • Familiarity with virtual collaboration and stakeholder engagement.
  • Experience working with customer feedback and call delivery platforms.
  • High-level understanding of call recording systems and infrastructure.

Why Join Us?
  • Be part of a high-impact team driving innovation in healthcare customer experience.
  • Work with cutting-edge analytics tools and collaborate with industry leaders.
  • Enjoy a culture that values continuous learning, collaboration, and excellence.

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