Business Analyst II in Seattle, WA at Volt

Date Posted: 2/7/2020

Job Snapshot

  • Employee Type:
    Contingent
  • Location:
    Seattle, WA
  • Job Type:
  • Duration:
    12 weeks
  • Date Posted:
    2/7/2020
  • Job ID:
    217565
  • Contact Name
    Volt Branch
  • Phone
    425.629.7493

Job Description

VOLT is seeking candidates for “Business Analyst – II” role for our client in Seattle, WA. It is a contingent role of estimated 3 months with possibility of conversion to FTE. This candidate will provide front-line support to customers both internally and externally. As a Business Analyst Contractor working within the CustOps team, you will focus on auditing and analyzing the support experience. You will be supporting the Quality program through providing insight on break points in clients support experience, identifying process improvements, and advocating for the customer within internal teams.

Responsibilities:
• Review urgent and critical incidents for quality.
• Queue reviews with engineers to ensure quality and efficiency of support.
• Report high visibility cases, escalations, customer trends to management.
• Act as information resource to the management team.
• Calibrate with managers on audit methodology
• Analyze and identify process improvement opportunities
• Collect and manage Quality data points for analysis
• Pull reporting /automate reporting in the system as needed
• Visualize break points for report out to leadership

Skills and Qualifications:
• Ability to understand complex systems and workflows
• Ability to research complicated problems and engineer solutions through online research as needed
Ability to write SQL queries (5+ years )
Extreme Proficiency in Excel
• Ability to join multiple types of data sets to identify trends
Ability to visualize data to drive recommendations effectively and modeling data
Understanding of how CRM systems work and function
• Understanding of Cloud Infrastructure products and how it functions
• Solid verbal, interpersonal and written communication skills with the ability to make presentations
• Excellent organizational, time-management and multi-tasking skills
• Looking to continuously grow and learn and does not look for the path of least resistance
• Ability to think and act in an innovative and creative way

VOLT is an Equal Opportunity Employer