COMPANY OVERVIEW

SmartAction™ is a cutting-edge Intelligent Voice Automation (IVA/IVR) and digital customer self-service services company. Our disruptive, yet well-proven technology, strong customer base, and financial strength, form a solid foundation for long-term viability.

Our solution is based on over 10 years of artificial intelligence research and development and is well positioned to fill the significant void between current technology and human call center agents. It is a truly unique solution within a rapidly expanding technology market for Cloud based AI solutions. We offer an energetic work environment and operational and technical support, to enable the right candidate to be successful.

JOB DESCRIPTION

The Business Analyst (within the Customer Operations team) is a technical and analytical individual who is also comfortable interacting with clients. The Business Analyst will be responsible for managing tools (primarily PowerBI and Excel) and creation of reports related to Customer Application performance. 

The Business Analyst is thorough in data analysis, applies business context to all reporting and visualizations, and ensures timely and quality delivery of Customer reports.  This role is part of the overall Customer Operations team; this role will partner closely with Customer Insights Managers to define and implement automated reporting Dashboards in PowerBI. 

•    Collaborate with Customer Operations team members and clients to gather requirements, then define and implement data analysis to answer key questions from stakeholders (or self-initiated questions with an eye for what drives the business) 
•    Participate in on-call rotation within Customer Operations team. This role will be on call for 24 hours at a time approximately 2-4 days per month, which may include some weekends.
•    Create and maintain interactive visualizations in PowerBI for Customer Operations teams to use in analysis. Own data analysis tools and ensure quality of data presented.
•        Implement and continuously improve accuracy and techniques for Application Performance reporting and monitoring of Customer Call Outcomes 
•        In short, be an Analytical Thinker: it's important to have a strong grounding in data analysis, but even more important to interpret with an analytical lens and industry knowledge perspective. Must be able to break down complex problems into manageable components.

EXPERIENCE 

The ideal candidate will possess a record of accomplishment with proven business orientation. 

•        Bachelor's Degree
•        Strong written and verbal communication skills, including presenting data analysis to business stakeholders 
•        Strong time management skills
•        Passionate about continually improving customer experience and technology
•        Experience in managing PowerBI (or similar tool), and able to own data connections, data cleansing, and Dashboard creation.  
•        Strongly preferred: 1+ years in a customer-facing roles, such as a Support Team member, Customer Success Manager, Project Manager, Business Analyst, Consultant, etc.
•        Adept at solving multi-disciplinary problems and prioritizing and organizing work

OTHER PERSONAL CHARACTERISTICS

•        Intelligent, bright, conceptual thinker and a quick learner with the ability to develop new and innovative solutions to complex problems
•        A leader as well as a team player who takes responsibility for results
•        Ability to positively influence others to achieve goals
•        Constructive positive attitude; mature and self-confident; a team player  
•        Outstanding reputation of professional integrity