Analyst, Business Intelligence
Core
Analyze QA workflows and agent performance data to identify inefficiencies, automate processes, and provide data-driven recommendations for improving agent effectiveness.
Role type
Business Intelligence Analyst (Performance Analytics)
Builds
Automated QA workflows and performance tracking initiatives for agent enablement teams
Domain
Food delivery / Customer support operations
Deliverable
production ML models | dashboards & analysis
Required skills
Business analysis, performance analytics, workflow automation, BigQuery, data analysis tools, gap identification
Preferred skills
Continuous improvement methodologies, innovative analytics implementation
Responsibilities
Assess performance gaps across the agent lifecycle, analyze QA workflows to identify inefficiencies, refine analytical methodologies, analyze BigQuery data to detect anomalies, provide data-driven recommendations for operational improvements, lead initiatives to track agent performance
Seniority
Mid-level, hands-on IC